Job Description:

The Operations Trainer is responsible for maintaining and improving Company talent by providing comprehensive training to all operational employees within the Contact Center and Retail Branch Operations. The Operations Trainer works closely with various department heads to determine areas for employee improvement, developing and administering role-specific training curriculum, deploying continuing education programs, and establishing methods to track employee performance. The Operations Trainer is a highly motivated self-starter with not only strong interpersonal and communication skills, but also strong PowerPoint and Excel skills. 

Primary duties and responsibilities:
•    Design, develop, and continuously improve role-specific onboarding and in-job training programs for Contact Center and Retail Branch employees, including curriculum, materials, and delivery plans.
•    Identify, evaluate, implement, and administer a Learning Management System (LMS); ensure all training programs, certifications, assessments, and completion tracking remain current, accurate, and aligned with business needs.
•    Partner closely with department leaders across Sales & Support, Underwriting, Collections, Quality Assurance, and Branch Leadership to identify training needs and develop structured training programs for new technology implementations, system upgrades, policy changes, and procedural rollouts.
•    Lead and facilitate all new-hire onboarding programs, ensuring full follow-through until employees are fully ramped, productive, and meeting performance standards.
•    Develop and maintain practical training collateral—including cheat sheets, quick-reference guides, handouts, job aids, and workflows—that employees can use during day-to-day operations.
•    Measure and analyze the effectiveness of training programs using performance data, quality scores, productivity metrics, LMS reporting, and employee feedback; refine content and delivery methods as needed.
•    Build and maintain systems to ensure employees consistently perform their roles in accordance with documented training, policies, procedures, and service quality standards.
•    Support compliance with company policies, operational procedures, and customer service standards across all operational teams.
•    Provide coaching, mentoring, and post-training support to new and existing employees; conduct evaluations to identify individual and team-level improvement opportunities.
•    Create, maintain, and update training guides, SOPs, policies, and process documentation for new initiatives, operational changes, and continuous improvement efforts.
•    Conduct post-training surveys and feedback sessions to gauge training effectiveness and adoption; synthesize insights and implement improvements.
•    Coordinate with international training partners and internal stakeholders to ensure consistent training delivery, quality standards, and best practices across all regions.
•    Maintain deep familiarity with company processes, systems, products, and policies to ensure training content remains accurate, timely, and aligned with evolving operational requirements.
•    Research and apply modern instructional design methods, adult learning principles, and training tools to improve learning outcomes and operational performance.
•    Collaborate with Quality Assurance teams to review audits, performance data, and operational trends in order to identify training gaps and proactively develop targeted programs.
•    Assist in developing and managing training budgets, resources, and training schedules as required.
•    Perform other duties as assigned in support of operational excellence and workforce development.
Professional Qualification Requirements: 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements that follow are representative of knowledge, skills and/or abilities required. 

Work Experience
A minimum of 5 years’ experience in a lead or supervisory role at a Contact Center or established environment.

Knowledge/Skills/Abilities
•    Excellent interpersonal skills
•    Strong communication skills
•    Very strong PowerPoint & Microsoft Excel skills
•    Strong technical competency and adaptability to learning and adopting new technologies
•    Sel-Motivated, Self-starter
•    Impartiality & Objectivity
•    Confidence & ability to motivate others