German Speaking Operations Trainer

About the role

As an Operations Trainer‑Junior you will equip agents with the knowledge and skills they need to succeed. You will deliver engaging training sessions using the client’s existing curricula and support the transition from classroom to on‑the‑job performance.

Key responsibilities

• Oversee onboarding of agents, ensuring required system access 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 transition to production or termination.
• Support transitions from classroom to on‑the‑job training and the operations floor by providing feedback and developing action plans.
• Assess post‑training knowledge retention and performance during nesting, addressing gaps through targeted coaching.
• Support complex customer issues or escalations when required by the account.

Required profile

• University student in Education, Psychology, Business Administration or similar field is desirable, or equivalent experience.
• 2+ years of experience in customer service, back‑office support, community safety or a similar role.

Required skills

• Strong product knowledge and customer service expertise.
• Strong presentation and public speaking skills.
• General knowledge of adult learning principles.
• Ability to identify training challenges/performance gaps and address them through targeted interventions.
• Ability to manage a team during training.