Operations Trainer (Intermediate Level)

About the role

The Operations Trainer (Intermediate) is responsible for guiding new and existing agents through onboarding, classroom instruction, and on‑the‑job training within TELUS Digital Morocco's contact‑center environment. You will ensure agents have the right system access, understand product offerings, and are prepared to deliver high‑quality customer service.

Key responsibilities

• Oversee agent onboarding, guaranteeing required system access and proper training‑room setup.
• Design and deliver engaging training sessions on products, systems, and processes using varied methodologies and technologies.
• Monitor attendance and performance during training, recommending progression to production or termination as needed.
• Facilitate the transition from classroom learning 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.
• Support complex customer issues or escalations when required.
• Stay current with account‑specific requirements, including occasional operational call handling.
• Propose updates to training materials or refresher courses.
• Mentor less‑experienced team members and manage expectations of operations leaders and clients.

Required profile

• Current regular and active employee of TELUS Digital Morocco.
• No active disciplinary sanctions at the time of application.
• Minimum six months continuous tenure in the current role (or longer for senior movements).
• Consistently achieved at least a “Developing” rating on performance scorecards, with higher ratings for lateral moves.
• Completed the Explore course in MyGrowth.

Required skills

What we offer

• Opportunity to develop training expertise within a leading telecom digital services organization.
• Collaborative environment with clear career progression pathways.