Operations Trainer – Intermediate

About the role

The Operations Trainer – Intermediate will lead the onboarding and continuous development of call‑center agents. You will ensure agents have the right system access, deliver engaging training sessions, and monitor performance throughout the learning journey.

Key responsibilities

• Oversee onboarding, guaranteeing required system access and training‑room setup.
• Deliver effective product and system training to new and existing agents using varied methodologies and technologies.
• Monitor attendance and performance, recommending transition to production or termination.
• Support agents’ move from classroom to on‑the‑job training and the operations 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 as required.
• Stay current with account requirements, including taking operational calls when needed.
• Propose updates to training materials or refresher courses.
• Support onboarding and development of less‑experienced team members.
• Communicate expectations with Operations leaders and clients.

Required profile

• Intermediate experience delivering training to call‑center agents.
• Strong ability to monitor and evaluate agent performance.
• Capability to provide constructive feedback and develop action plans.
• Comfort with handling escalated customer issues.
• Effective communication with operational leaders and clients.

Required skills

What we offer

• Opportunity to work with a leading customer‑experience transformation partner.
• Exposure to innovative AI and digital solutions.
• Collaborative, diverse, and inclusive work environment.