Operations Trainer - Utilities Contact Centre

Job Description

The purpose of the Operations Trainer role is to deliver product and technical training to the assigned operational business unit. As a learning and development professional, the trainer ensures that agents and operational teams are equipped with the necessary tools and skills to achieve ongoing optimum deliverables.

Key Responsibilities

• Conduct new starter training, refresher, up‑skilling and cross‑skill training, including knowledge checks and assessments, and provide daily support.
• Manage a group of trainees on a day‑to‑day basis, overseeing group administration and follow‑through.
• Support nesting and BAU activities, conduct training needs analysis, and report on findings.

Assessment

Complete assessments for all training events and provide remedial support before re‑assessment.

Administration

• Capture learner records in line with Ucademy requirements.