Junior Operations Trainer – Learning Services

About the role

The Junior Operations Trainer in Learning Services equips new and existing agents with the knowledge and skills needed to succeed. You will deliver engaging training, supervise agents during product training, and ensure smooth transitions from classroom to on‑the‑job environments.

Key responsibilities

• Oversee onboarding of agents, ensuring required system access and training room setup.
• Deliver engaging training sessions on products and systems using various methodologies and technologies.
• Monitor attendance and performance, recommending transition to production or termination.
• Support the shift from classroom to on‑the‑job training, providing feedback and action plans to improve agent performance.
• Assess post‑training knowledge retention and address gaps through targeted coaching.
• Assist with complex customer issues or escalations as required.

Required profile

• 2+ years experience in customer service, back‑office support, community safety or similar roles.
• University student or graduate in Education, Psychology, Business Administration or equivalent experience.
• Strong product knowledge, presentation and public speaking abilities.
• Understanding of adult learning principles and classroom management.
• Fluent oral and written English (B2 level).