Senior Operations Training & Onboarding Specialist

TELUS Digital; Pateros; On-site; PHP 300,000 - 540,000; Full time

Job summary

TELUS Digital is seeking an Operations Trainer-Intermediate in the Philippines to equip agents with the knowledge and skills using existing curricula. You will supervise a team during product training, ensure attendance and performance, and collaborate with Operations leaders for smooth classroom-to-ops transitions.

Responsibilities include onboarding, delivering engaging sessions, monitoring attendance, coaching to address gaps, handling escalations, keeping materials updated, and mentoring

Responsibilities

• Oversee the onboarding of agents ensuring required system access for training, and training room set up
• Deliver engaging and effective training sessions on products and system 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)
• Propose adjustments to training material or refresher courses when required
• Support the onboarding and development of less experienced members of the team
• Communicate and manage expectations of Operations leaders and clients

Job description

TELUS Digital is seeking an Operations Trainer-Intermediate in the Philippines to equip agents with the knowledge and skills using existing curricula. You will supervise a team during product training, ensure attendance and performance, and collaborate with Operations leaders for smooth classroom-to-ops transitions.

Responsibilities include onboarding, delivering engaging sessions, monitoring attendance, coaching to address gaps, handling escalations, keeping materials updated, and mentoring