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 using existing curricula, adapt to diverse learning styles, and support agents through onboarding to full‑time production.

Key responsibilities

• Oversee onboarding of agents, ensuring required system access and training‑room setup.
• Deliver engaging training sessions on products and systems to new and existing agents using various methodologies and technologies.
• Monitor attendance and performance of agents during training, recommending transition to production or termination.
• Support the transition from classroom to on‑the‑job training and to the operations floor, providing feedback and developing action plans.
• Assess post‑training knowledge retention and performance during nesting, identifying gaps and delivering targeted coaching or training.
• Assist with complex customer issues or escalations as required by the account.
• Stay up to date with account requirements, including taking operations calls or other defined tasks.

Required profile

• Proven ability to deliver training sessions and adapt content to different learning styles.
• Experience monitoring trainee attendance and performance and making transition recommendations.
• Strong analytical skills to assess knowledge retention and identify performance gaps.
• Ability to provide constructive feedback and develop action plans for improvement.
• Flexibility to support operational tasks such as handling customer escalations when needed.

Required skills