Process Trainer

Job Description

Job Description Learning Services Specialist - TELUS SMB Position Summary As a Trainer you play a key role in equipping agents with the knowledge and skills they need to succeed. You deliver engaging training sessions using the clients existing curricula, adapting to diverse learning styles to maximize agent comprehension. You provide supervision to a team of agents during the product training period, ensuring attendance and performance. Collaborate with Operations leaders to ensure a smooth transitions from classroom to on-the-job training and to the operations floor by providing feedback and guidance to agents as well as by identifying areas needing additional support. Provides tactical support to the Learning Services Manager (LSM) in the creation of integrated learning solutions for TELUS International India. Designs and implements career development plans for the LSSes. Responsible for final analysis and the drafting of recommendations for the perusal of immediate manager for improving operational training designed to achieve continuous improvement of agents and trainees. Generates internal and external client reports on training data and analysis. Key Responsibilities Oversee the onboarding of agents ensuring required system access for training and training room set up Design and develop comprehensive training programs for Operations product training and refresher courses Deliver engaging and effective training sessions on products and system to new and existing agents, utilizing various methodologies and technologies 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 Monitor attendance and performance of a group of agents during training recommending their transition to production or termination Take operations calls for the required hours to stay up to date and support complex customer issues/ escalations Support the onboarding and development of less experienced members of the team Functional Competencies In-depth product knowledge and customer service expertise Strong knowledge of adult learning principles Expertise in the development of effective learning materials and curricula using instructional design principles Advanced presentation and public speaking skills Advanced ability to analyze and address training challenges and operational issues Advanced ability to identify performance gaps and design targeted interventions Qualifications 3+ years of experience in sales or upsell training Graduate in any field Certifications in training and development B2/C1 oral and written English Role & responsibilities Preferred candidate profile