Operations Trainer

About the role

The Operations Trainer is responsible for equipping call‑center agents with the knowledge and skills needed to perform effectively. You will deliver engaging training sessions, supervise agents during product onboarding, and ensure a smooth transition from classroom learning to on‑the‑job performance.

Key responsibilities

• Oversee agent onboarding, ensuring system access and proper training‑room setup.
• Deliver dynamic training on products and systems using varied methodologies and technologies.
• Monitor attendance and performance, recommending agents for production placement or termination.
• Support the shift from classroom to on‑the‑job training and to the operations floor, providing feedback and action plans.
• Assess post‑training knowledge retention and performance during nesting, addressing gaps with targeted coaching.
• Assist with complex customer issues or escalations as required by the account.
• Stay current with account requirements, including taking operations calls when needed.

Required profile

• Proven experience delivering training to call‑center agents or similar environments.
• Strong ability to monitor and evaluate agent performance and attendance.
• Excellent collaboration skills to work with Operations leaders and other stakeholders.
• Capability to develop feedback, coaching plans, and action items to improve performance.
• Flexibility to handle complex customer issues and adapt to evolving account needs.

Required skills

What we offer

• Opportunity to shape the performance of a growing agent team.
• Collaborative environment with Operations leadership.
• Exposure to diverse training methodologies and call‑center technologies.