Operations Trainer-Intermediate

Operations Trainer-Intermediate

Description

Summary of the role:

As an Operations Trainer-Intermediate you play a key role in equipping agents with the knowledge and skills they need to succeed. You deliver engaging training sessions using the client’s existing curricula, adapting to diverse learning styles to maximize agent comprehension. You provide supervision to a team of agents during the period of product training, ensuring attendance and performance, and collaborate with Operations leaders to ensure a smooth transitions from classroom to on-the-job training to the operations floor.

List of Functional Responsibilities:

-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

Technical/Niche skillset required:

-In-depth product knowledge and customer service expertise
-Advanced presentation and public speaking skills
-Strong knowledge of adult learning principles
-Advanced ability to identify training challenges/ performance gaps and address them through targeted interventions
-Expertise in the effective learning materials using instructional design principles
-Ability to manage a team during training
-Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement

List of soft skills required:

-Giving support
-Focusing on customers
-Embracing technology
-Managing self-development.

Minimum requirements for internal applicants:

• Should be a regular TELUS Digital Philippines team member
• Should not have any form of disciplinary action in the past 6 months
• Passing scorecard:
  • -Passing scorecard defined as Objectives + TELUS Values
  • -Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope.
  • -Should have an average of 6 months scorecard of DEVELOPING for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).
• Should be certified in Explore certification to apply for an Officer - People leader role.
• Should complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role.

Important reminders:

• All applicants are required to attach their CVs and 6 months scorecard 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 ta_nonagent@telusdigital.com.

For more internal opportunities, visit workday careers here.

To know more about our internal application process in PH, click here.

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.