Operations Trainer – Intermediate

About the role

The Operations Trainer – Intermediate will lead the onboarding and development of call‑center agents, ensuring they have the necessary system access and training environment to succeed. You will deliver engaging training sessions, monitor performance, and collaborate with operations leaders to transition agents from classroom learning to productive floor work.

Key responsibilities

• Oversee the onboarding of agents, ensuring required system access and proper training room setup.
• Deliver engaging training sessions on products and systems to new and existing agents using various methodologies and technologies.
• Monitor attendance and performance of agents during training and recommend their transition to production or termination.
• Support the transition from classroom to on‑the‑job training and to the operations floor by providing feedback and developing action plans.
• Assess post‑training knowledge retention and performance during nesting, addressing gaps through targeted coaching.
• Support complex customer issues or escalations when required by the account.
• Stay up to date with account requirements, including taking operations calls as defined.
• Propose adjustments to training material or refresher courses when needed.
• Support the onboarding and development of less experienced team members.
• Communicate and manage expectations of operations leaders and clients.