Operations Trainer

Confidential; Wes-Kaap; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Confidential in South Africa is seeking an Operations Trainer to equip agents with knowledge and skills, delivering sessions using client curricula and adapting to diverse learning styles. You will supervise a team during product training and ensure a smooth transition from classroom to on-the-job operations on the floor.

The role requires strong product knowledge, presentation skills, and familiarity with adult learning principles.

Qualifications

• University student in Education, Psychology, Business Administration or similar field is desirable or equivalent experience
• 2+ years of experience as trainer in customer service, sales environment

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 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)

Skills

Public speaking

Presentation skills

Adult learning principles

Coaching and feedback

Team management during training

Education

University study in Education, Psychology, Business Administration or similar (desirable)

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 curricula, 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.

List of Functional 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 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)

Qualifications

• University student in Education, Psychology, Business Administration or similar field is desirable or equivalent experience
• 2+ years of experience as trainer in customer service, sales environment

Technical/Niche skillset 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