Junior Operations Trainer

About the role

The Junior Operations Trainer is responsible for onboarding new agents, delivering product and system training, and supporting their transition to full production within TELUS Digital Morocco. This role ensures agents have the necessary system access, training environment, and performance feedback to succeed.

Key responsibilities

• Oversee agent onboarding, guaranteeing required system access and training room setup.
• Deliver engaging training sessions on products, systems, and processes using various methodologies and technologies.
• Monitor attendance and performance during training, recommending transition to production or termination as needed.
• Support agents' move from classroom training to on‑the‑job training and operational floor, providing feedback and action plans.
• Assess post‑training knowledge retention and performance during nesting, addressing gaps with targeted coaching.
• Assist with complex customer issues or escalations when required.
• Stay current with account requirements, including taking operational calls as defined.

Required profile

• Regular, active team member of TELUS Digital Morocco with no active disciplinary sanctions.
• Minimum six months continuous tenure in the current role for lateral moves.
• Performance rating of “Developing” or higher (or “Achieving” for different role moves) based on a six‑month average scorecard.
• Certificate of Completion in the Explore course in MyGrowth.

Required skills

• None specified in the posting.