Trainer – Real-Time Operations

Our client is seeking a dynamic and highly skilled Operations Trainer to lead team development and drive continuous process improvement. In this role, you will bridge the gap between learning and operational excellence by ensuring frontline agents are thoroughly trained while optimizing daily workflows for maximum efficiency and impact. The position requires a passion for adult learning and data-driven process optimization. Key responsibilities include designing, developing, and implementing comprehensive training programs for both new hires and existing staff, creating training materials, manuals, and e-learning modules, and conducting training sessions and workshops to enhance agent skills. You will analyze current team processes, identify areas for improvement, develop and implement standard operating procedures (SOPs), and monitor the effectiveness of process changes. Additionally, you will track and assess agent performance post-training, provide feedback and coaching for continuous improvement, collaborate with Quality Analysts to align training with performance goals, and ensure all training programs comply with company standards and regulatory requirements. The role also involves working closely with team leaders to identify training needs and develop tailored programs, as well as supporting team leaders in managing and developing their teams.

Strong analytical and problem-solving abilities; Ability to manage multiple projects and meet deadlines; Leadership and team-building skills; Adaptability and a commitment to continuous improvement; Proven experience in training and process management within a call center environment; Strong instructional design and training delivery skills; Excellent organizational and communication skills; Proficiency in training software and tools; BA/BSc/HND qualification; Minimum 2 years of relevant experience.