Senior Operations Trainer & Onboarding Coach

TELUS Digital India; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

TELUS Digital is seeking a Senior Trainer to empower agents with essential knowledge and skills, delivering engaging sessions using our curricula while adapting to diverse learning styles. You will supervise a team during product training, ensuring attendance and performance, and collaborate with Operations leaders for smooth transitions to the floor.

Ideal candidates will design and refresh training materials, coach on performance gaps, handle complex escalations when needed, and stay current

Responsibilities

• Oversee onboarding of agents ensuring required system access for training, and training room set up
• Deliver engaging and effective training sessions on products and systems to new and existing agents, utilizing various methodologies and technologies
• Monitor attendance and performance of a group of agents during training recommending their transition to production or termination
• Support the transitions from classroom to on-the job training and then to the operations floor by giving feedback and developing action plans to enhance an agent's performance when necessary
• Assess agent post-training knowledge retention and performance during nesting to identify and address gaps through targeted coaching/ training
• 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 members of the team
• Communicate and manage expectations of Operations leaders and clients

Job description

TELUS Digital is seeking a Senior Trainer to empower agents with essential knowledge and skills, delivering engaging sessions using our curricula while adapting to diverse learning styles. You will supervise a team during product training, ensuring attendance and performance, and collaborate with Operations leaders for smooth transitions to the floor.

Ideal candidates will design and refresh training materials, coach on performance gaps, handle complex escalations when needed, and stay current