Technology Operations Analyst (Training)
Core
Design and deliver Instructor-Led Training (ILT) sessions and manage Calls-in-Class (CIC) programs to onboard new hires into IT operations and support roles.
Role type
Training Specialist / Instructor-Led Training Coordinator
Builds
Trained workforce ready for live customer interactions and production support
Domain
IT Operations / Contact Center Training
Deliverable
product features
Required skills
Instructor-Led Training (ILT) delivery, Calls-in-Class (CIC) facilitation, performance coaching, knowledge assessment design, agent monitoring, cross-skill training coordination
Preferred skills
Contact center or service desk environment experience, workforce planning collaboration
Technologies
None stated
Responsibilities
Design and deliver ILT sessions for new hires, Facilitate Calls-in-Class (CIC) programs, Conduct knowledge assessments and evaluations, Monitor trainees during live customer interactions, Deliver ongoing coaching and corrective feedback, Coordinate handover of agents to production teams
Seniority
Mid-level, hands-on IC