Operations Trainer – Fixed‑Term

About the role

The Operations Trainer is responsible for preparing new and existing customer service representatives to perform their duties effectively. This includes delivering product knowledge, company information, and essential customer service skills through various training formats.

Key responsibilities

• Take and distribute minutes of department meetings.
• Create, review, and modify lesson plans and training curricula (with client approval).
• Prepare training materials, reserve rooms, and ensure equipment and network functionality.
• Deliver training using in‑class, e‑learning, virtual facilitation, and blended techniques while maintaining a positive learning environment.
• Evaluate learner mastery, provide feedback, and enforce attendance and company policies.
• Produce daily, weekly, and end‑of‑training reports; sign off trainees and record attrition.
• Partner with QA to identify performance gaps and recommend curriculum improvements.
• Conduct quality audits, attend calibration sessions, and stay current with new processes and instructional best practices.
• Support overall account operations and interact with clients regarding training modifications.

Required profile

• Strong organizational skills with the ability to plan and prepare comprehensive training sessions.
• Effective communication and presentation abilities across multiple delivery methods.
• Analytical mindset to assess training outcomes and recommend improvements.
• Commitment to maintaining up‑to‑date knowledge of products, processes, and training methodologies.

Required skills