Operations Trainer-Intermediate

Operations Trainer-Intermediate

Description

Oversee the onboarding of agents ensuring required system access for training, and training room set up

Deliver engaging and effective training sessions on products and system to new and existing agents, utilizing various methodologies and technologies

Monitor attendance and performance of a group of agents during training recommending their transition to production or termination

Support the transitions from classroom to on-the job training and then to the operations floor by giving feedback and developing action plans to enhance an agent's performance when necessary

Assess agent post-training knowledge retention and performance during nesting to identify and address gaps through targeted coaching/ training

Support complex customer issues/ escalations when required by the account

Stay up to date as required by account (taking operations calls or other defined)

Propose adjustments to training material or refresher courses when required

Support the onboarding and development of less experienced members of the team

Communicate and manage expectations of Operations leaders and clients

Minimum requirements for internal applicants:

Must be a regular and active team member of TELUS Digital Morocco.

Must have no active disciplinary sanctions at the time of application.

Must have Not received CCTS compalint/Executive escalation nor any Fraud alert over the last 6 months

For Lateral Movement

Must be a regular and active team member of TELUS Digital Morocco.

Must have a minimum of six (6) months of continuous tenure in the current role.

Must have no active disciplinary sanctions at the time of application.

Scorecard Rating Criterias:

Application for the same role: Must have achieved an “Developing” rating or higher, with a six (6)-month average on the performance scorecard.

Application for a different role, same job level: Must have achieved an “Achieving” rating or higher, with a six (6)-month average on the performance scorecard.

For Promotion Movement

Must be a regular and active team member of TELUS Digital Morocco.

Managers and above application (regardless department):

Must have a minimum of two (2) years of tenure in the current role.

Must have no active disciplinary sanctions within the past one (1) year.

Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard & 'Achieving' Annual Rating in the last performance review.

Must have a minimum of one (1) year of tenure in the current role.

Must have no active disciplinary sanctions within the past one (1) year.

Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard & 'Achieving' Annual Rating in the last performance review.

Certificate of Completion in Explore course in MyGrowth.

For Support to Promotions roles:

For agent-to-Operations Support applications:

Must have a minimum of six (6) months of tenure in the current role.

Must have no active disciplinary sanctions at the time of internal application.

Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard.

Certificate of Completion in Explore course in MyGrowth.

Important reminders:

All applicants are required to attach their resume before submitting the application in Workday

All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department

The Talent Acquisition (TA) team can only process your application once it has been fully approved

For inquiries, email us at tisa_morocco_corporaterecruitment@telusinternational.com

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.