Operations Trainer

TELUS Digital; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

TELUS Digital is seeking an Operations Trainer to equip agents with essential knowledge and skills through engaging sessions, using existing curriculums and adapting to diverse learning styles.

You will supervise a group of agents during product training, ensure attendance and performance, and collaborate with Operations leaders to smooth the transition from classroom to on-the-job environments on the operations floor.

Qualifications

• 3+ years of experience in customer service, back office support, or similar role.
• Strong product knowledge and customer service expertise.

Responsibilities

• Oversee onboarding of agents and ensure required system access for training.
• Deliver engaging training sessions on products and systems to new and existing agents.
• Monitor attendance and performance, recommending transition to production or termination as needed.
• Support transitions from classroom to on-the-job training and to the operations floor with feedback and action plans.
• Assess post-training knowledge retention and performance to identify gaps and target coaching.
• Provide support for complex customer issues/escalations when required by the account.
• Stay up to date with account requirements and training needs.

Skills

Product knowledge

Public speaking

Adult learning

Training management

Problem solving

Job description

As an Operations Trainer you play a key role in equipping agents with the knowledge and skills they need to succeed. You deliver engaging training sessions using the client’s existing curriculam, adapting to diverse learning styles to maximize agent comprehension. You provide supervision to a team of agents during the period of product training, ensuring attendance and performance, and collaborate with Operations leaders to ensure a smooth transition from classroom to on-the-job training to the operations floor.

• 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 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)
• 3+ years of experience in customer service, back office support, community safety or similar role

Technical skills required

• Strong product knowledge and customer service expertise
• Strong presentation and public speaking skills
• General knowledge of adult learning principles
• Ability to identify training challenges/ performance gaps and address them through targeted interventions
• Ability to manage a team during training
• Uses existing procedures to solve standard problems, analyzes information and standard practices to make judgments

TELUS VALUES

Our values are the cornerstone of our culture, reflecting who we are as a team. This will also guide how we interact with each other, our customers and communities. By implementing this, we help foster innovative ways of thinking to deliver better insights, decisions and solutions. This will shape our people practices, from hiring, recognition to performance assessment.

TELUS has 3 sets of values

• We passionately put our customers and communities first
• We embrace change and innovate courageosly