Operations Trainer – Junior

About the role

The Junior Operations Trainer will equip call‑center agents with the knowledge and skills required to deliver excellent customer service. Working closely with Operations leaders, you will deliver engaging training sessions, monitor agent performance, and ensure a smooth transition from classroom learning to on‑the‑job production.

Key responsibilities

• Oversee agent onboarding, ensuring system access and training‑room setup.
• Deliver effective product and system training using varied methodologies and technologies.
• Monitor attendance and performance, recommending progression to production or termination.
• Support the hand‑over from classroom to on‑the‑job training and to the operations floor, providing feedback and action plans.
• Assess post‑training knowledge retention and address gaps through targeted coaching.
• Assist with complex customer issues or escalations when required.
• Stay up‑to‑date with account‑specific procedures and operational calls.

Required profile

• Strong product knowledge and customer‑service expertise.
• Excellent presentation and public‑speaking abilities.
• Understanding of adult‑learning principles.
• Capability to identify training challenges and implement targeted interventions.
• Experience managing a team during training periods.
• Analytical mindset to apply standard procedures and make sound judgments.

Required skills

What we offer

• Opportunity to work in a dynamic, multilingual environment.
• Professional development through hands‑on training and coaching.
• Competitive compensation package.