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.

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/Niche 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

3+ years of experience in operations training or technical support