Operational Training Specialist
3 weeks ago
The Operations Trainer is responsible for delivering comprehensive product and technical training tailored to the specific operational business unit.
This role is crucial in empowering agents and operational teams with the essential tools and skills required to consistently achieve optimal performance. The outcomes of effective training include:
- Boosted employee engagement
- Enhanced individual performance
- Increased productivity
- Improved customer satisfaction
- Higher employee retention rates
Key Responsibilities:
Facilitate training for new hires, as well as refresher courses, up-skilling, and cross-training sessions, ensuring daily support is available.
Oversee a group of trainees on a daily basis, managing group administration and follow-up.
Assist in nesting and business-as-usual (BAU) activities while conducting and reporting on training needs assessments.
Training Delivery: Provide training for new starters and conduct refresher, up-skilling, and cross-skilling sessions.
Assessment: Ensure assessments are conducted for all training sessions; provide remedial support to all participants before re-assessment.
Administration: Maintain learner records in accordance with Ucademy standards; complete annual training reports; manage delegate attendance logs; update operational skills matrices.
Required Knowledge, Skills, and Attributes:
- Expertise in delivering impactful training and facilitation;
- Strong organizational, planning, and time management abilities;
- High proficiency in both verbal and written English;
- Excellent communication and interpersonal skills;
- Meticulous attention to detail and accuracy;
- Exceptional administrative capabilities;
- A collaborative team player;
- Self-motivated and capable of self-management;
- Strong customer service focus;
- Proactive approach to tasks.
Additional Information:
Working hours are Monday to Friday, from 8 PM to 6 PM UK Time.
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