Senior Operations Trainer: Agent Onboarding & Mastery

TELUS Digital; Manila; On-site; PHP 350,000 - 480,000; Full time

Job summary

TELUS Digital is seeking an Operations Trainer-Senior to equip agents with the knowledge and skills they need to succeed. You will deliver engaging training sessions using the client’s curricula, adapt to diverse learning styles, and supervise a team during product training to ensure attendance and performance.

You will collaborate with Operations leaders to transition learners from classroom to on-the-job training, assess retention and performance, and provide targeted coaching to close

Responsibilities

• Oversee onboarding of agents ensuring required system access for training and training room setup
• Deliver engaging and effective training sessions on products and systems to new and existing agents
• Monitor attendance and performance of a group of agents during training and recommend their transition to production or termination
• Support transitions from classroom to on-the-job training and then to the operations floor by giving feedback and developing action plans to enhance performance
• Assess agent post-training knowledge retention and performance during nesting to identify and address gaps through targeted coaching
• Support complex customer issues/escalations when required by the account
• Stay up to date as required by account (taking operations calls or other defined)
• Design new training material or refresher courses when required
• Share best practices and provide guidance to less experienced team members
• Communicate and manage expectations of Operations leaders and clients

Job description

TELUS Digital is seeking an Operations Trainer-Senior to equip agents with the knowledge and skills they need to succeed. You will deliver engaging training sessions using the client’s curricula, adapt to diverse learning styles, and supervise a team during product training to ensure attendance and performance.

You will collaborate with Operations leaders to transition learners from classroom to on-the-job training, assess retention and performance, and provide targeted coaching to close