Operations Trainer - BPO/Call Center (Bilingual French & English)

Position Summary

As an Operations Trainer, you play a key role in equipping agents with the knowledge and skills they need to succeed in a banking and financial services environment. You deliver engaging training sessions using the client's existing curricula, adapting to diverse learning styles to maximize agent comprehension. You provide supervision to a team of agents during product training, ensuring attendance and performance, and collaborate with Operations leaders to ensure a smooth transition from classroom to on-the-job training to the operations floor.

Main Responsibilities

• Oversee the onboarding of agents, ensuring required system access for training and training room setup
• Deliver engaging and effective training sessions on products and systems to new and existing agents using various methodologies and technologies
• Monitor attendance and performance of agents during training, recommending their transition to production or termination
• Support transitions from classroom to on-the-job training and then to the operations floor by providing feedback and developing action plans to enhance agent performance
• Assess agent post-training knowledge retention and performance during nesting to identify and address gaps through targeted coaching and training
• Support complex customer issues and escalations when required by the account and stay up to date with account requirements

Key Requirements

• Bilingual fluency: French and English (required)
• Location: Casablanca, Morocco (must be willing to relocate)
• Account focus: Banking and Financial services