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
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 iX™, 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.