Senior Operations Trainer

**Role**:Senior Operations Trainer

**Department**: L&D

**Reporting to**: Training Lead / Operations

**Job Summary/Overview**

The Senior Trainer is responsible for planning, facilitating and managing the new hire/ cross and upskill training process for agents in training at TPSA. A Senior Trainer has the primary duties of managing the performance of trainers under their supervision. Senior Trainers can and will also train new hire classes themselves as needed.

Senior Trainers provide, coordinate, analyze and consolidate all necessary training material and performance data in order to ensure that training is delivered in a timely and accurate manner, following client requirements and company standards. Senior Trainers are expected to have a thorough working knowledge of TPSA policies and procedures as well as all client requirements related to training.

Senior Trainers are responsible for the overall performance and graduation outcomes of both the new hires classes that they train, in addition to the classes trained by trainers under their supervision. A Senior Trainer’s responsibility includes evaluating trainer performance and providing necessary coaching, development and performance management to ensure all trainer’s new hire associates graduate from training successfully.

**Delivery and Assessments**

** ** Facilitated a variety of learners using theory and practical hands-on exercises. They use approved lesson plans and course materials to achieve instructional objectives. They administer the related assessments and provide feedback to the necessary forums.

** **Maintains their own level of expertise on instructional design and delivery techniques, including technology trends, industry and product knowledge. They also maintain their knowledge of the tools and product offerings of the business unit.

** **Have technical knowledge of business and client product, service and solution lines and use this knowledge to design and deliver the necessary instruction to enable their clients to optimally perform their jobs. These individuals maintain their professional certification status by attending train-the-trainer sessions and other development or certification programs that are required to deliver the training programs they are responsible for.

Training needs analysis

** **They work closely with their clients to determine competency gaps in relation to technical expertise required by agents to deliver against client requirements.

** **Routinely performs needs analyses proactively for new courses in relation to all lines of business on their assigned accounts

** **Makes recommendations to the business on related Business improvements to support learning programs

**Training Administration**

** **Co-ordinates all training related logistics and administration, including training attendance confirmation, venue booking and setup, reproduction of learner aids, etc.

** **Produce training reports as and when required. These individuals keep records of training related information and work closely with the organisation to ensure that the necessary systems are updated and maintained.

** **They support in creating training efficiencies through the design of innovative and meaningful report templates

**Course development**

** **Work closely with the Instructional Designers and client organisation to assist with the development and/or maintenance of learning material on new and existing courses.

** **Assist in designing the courses that they are required to instruct, including training aids, simulations and assessments in line with client requirements.

** **Prepare course outlines and may be required to customize training and presentation slides as and when required.

** **Deliver Train the Trainer for their courses

**People Management**

** **Coach, develop and performance manage all trainers under their supervision

** **Ensure that all performance and retention goals for each class are met for trainers and training classes under their supervision.

** **Manage all processes required for the training classes and trainers under their supervision, to include payroll processing, reporting, auditing, terminations, etc.

**Communication**

** **Represent the training organization in meetings and interactions with both Operations and client points of contact.

** **Provide timely feedback to the HR and/Recruitment team regarding the skill set requirements and potential skill gaps seen in new hire agents

**Education & Specific Training**
- Client Product Knowledge - preferred
- MS Teams
- TOPS
- LEAD
- BEST T&D

**Work Experience**
- 2 - 3 Years Training Experience
- 1 - 2 Years Management Experience (preferred)

**Certifications**
- Occupationally Directed - Education Training and Development Practitioner L5
- Virtual training Certification

**Knowledge, Skills and Competencies**
- MS OFFICE
- Adult Learning Concepts
- TP Arcade
- TP Simulator
- L&D Best Practice
- Consultation
- Instructional Design