Operations Training Lead for Agent Onboarding

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

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.