Senior Operations Trainer: Transition & Performance Coach

TELUS Digital; Taguig; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

TELUS Digital Philippines 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 and supervise a team during product training to ensure attendance and performance.

You will collaborate with Operations leaders to smooth the transition from classroom to on-the-job training and to the operations floor, while designing new materials and providing coaching to improve agent

Qualifications

• Must be a regular TELUS Digital Philippines team member.
• Should not have any form of disciplinary action in the past 6 months.
• Passing scorecard criteria for promotion: Objectives + TELUS Values.
• Should be certified in Explore certification to apply for an Officer - People leader role.
• Should complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role.

Responsibilities

• Oversee the 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, 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

Skills

Training delivery

Coaching

Performance monitoring

Stakeholder communication

Team supervision

Tools

Explore certification

Job description

TELUS Digital Philippines 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 and supervise a team during product training to ensure attendance and performance.

You will collaborate with Operations leaders to smooth the transition from classroom to on-the-job training and to the operations floor, while designing new materials and providing coaching to improve agent