Operations Trainer - Utilities Contact Centre
Core
Deliver product and technical training to operational business units to equip agents and teams with necessary tools and skills.
Role type
Operations Trainer (Learning & Development)
Builds
Trained agents and operational teams
Domain
Business Process Outsourcing (BPO) / Utilities
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Training delivery and facilitation, Planning and organization, Time management, Verbal and written English, Communication, Interpersonal skills, Attention to detail, Administrative skills
Preferred skills
Customer service orientation, Proactivity, Self-management
Technologies
Ucademy
Responsibilities
Conduct new starter, refresher, up-skilling, and cross-skilling training; Manage trainee groups daily; Support nesting and BAU; Conduct training needs analysis; Complete assessments and provide remedial support; Capture learner records and update skills matrices.
