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Operations Trainer - Senior (Mckinley West)

Informations de base

Ref Number

ReqEG-114

Site principal

PH - Manila - McKinley West

Country

Philippines

Job Type

Support Positions

Work Style

On Site

Description et exigences

Summary of the Role:

As an Operations Trainer-Senior 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

Key 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)
  • 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

 

Technical skillset required:

  • Expert product knowledge and customer service
  • Expert presentation and public speaking skills
  • Advanced knowledge of adult learning principles
  • Advanced ability to identify training challenges/ performance gaps and address them through targeted interventions
  • Expertise in the effective learning materials using instructional design principles
  • Ability to manage a team during training
  • Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement

Years of relevant experience: 5+ years of experience in operations training or technical support

Description supplémentaire du poste


As an Operations Trainer-Senior 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

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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