Operations Trainer - Intermediate

About the role

We are looking for an Operations Trainer at an intermediate level to lead the onboarding and continuous development of contact‑center agents. The role combines classroom instruction, on‑the‑job coaching and performance monitoring to ensure agents are ready for production.

Key responsibilities

• Coordinate onboarding logistics, including system access and training‑room setup.
• Deliver engaging product and system training sessions using diverse methodologies and technologies.
• Track attendance and performance, recommending progression to production or termination.
• Guide agents from classroom training to on‑the‑job nesting, providing feedback and action plans.
• Assess post‑training knowledge retention and address gaps through targeted coaching.
• Support complex customer escalations as required by the account.
• Propose updates to training materials and develop refresher courses.
• Mentor less‑experienced team members and communicate expectations to operations leaders and clients.

Required profile

• Intermediate experience in training or coaching within a call‑center or customer‑service environment.
• Strong ability to evaluate performance data and make actionable recommendations.
• Excellent communication skills and ability to work with cross‑functional teams.
• Flexibility to adapt training content to evolving business needs.

Required skills