The Operations Trainer plays a key role in equipping agents with the knowledge and skills needed for success. This role delivers engaging training sessions using the client's established curricula while adapting instructional methods to accommodate diverse learning styles and maximize agent comprehension. The Operations Trainer provides supervision and support to a team of agents throughout the product training period, ensuring attendance, participation, and performance expectations are met. In collaboration with Operations leaders, the role also helps facilitate a smooth transition from the classroom environment to on-the-job training and ultimately to the operations floor.
Job 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 client
Qualifications:
- 5+ years of experience as a learning specialist or trainer in a BPO setting
- Background in sales or outbound account in preferred
- 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
- Excellent verbal and written communication skills
- Amenable to work 100% onsite in Quezon City
- Amenable to work on a night shift schedule
