Description
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
About Company
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
