Customer Operations Trainer

Dobson Fiber•Okc, OK

About The Position

The Customer Operations Trainer is responsible for designing, delivering, and evaluating training programs that enhance the performance, product knowledge, communication skills, and customer service effectiveness of customer operations agents. The trainer ensures that agents are well-prepared to meet quality standards, performance targets, and customer satisfaction goals.

Requirements

Bachelor’s degree or equivalent work experience (preferred)
Proven experience as a Trainer, Team Leader, or Senior Agent, with a focus on call center environments
Strong knowledge of call center operations, metrics, and quality standards
Excellent presentation, communication, and interpersonal skills
Ability to coach, motivate, and engage diverse groups of learners
Proficiency in MS Office

Nice To Haves

Experience in customer service, sales, or technical support environments
Familiarity with quality monitoring tools and CRM systems
Strong analytical and reporting skills
Adaptability and ability to manage multiple training programs simultaneously

Responsibilities

Develop and deliver onboarding and ongoing training programs for new and existing customer operations agents
Train agents on products, services, systems, policies, and procedures
Conduct soft skills training including communication, active listening, problem-solving, and conflict resolution
Monitor agent performance through call evaluations and provide constructive feedback and coaching
Identify training needs based on quality audits, KPIs, and performance gaps
Create and update training materials such as manuals, presentations, scripts, and e-learning content
Collaborate with quality assurance, operations, and management teams to align training with business goals
Facilitate refresher training and upskilling sessions as required
Track and report training effectiveness and agent progress
Ensure compliance with company policies, industry regulations, and customer service standards