Technology Operations Analyst - Training

About the role

This role involves designing and delivering Instructor-Led Training (ILT) sessions for new hires in contact center, service desk, or IT operations environments. You will partner with Workforce Planning Administration (WPA) teams to schedule agents for training programs and ensure trainees meet required proficiency standards before progressing to live user interactions.

Key responsibilities

• Design and deliver Instructor-Led Training (ILT) sessions for new hires
• Conduct knowledge assessments and evaluations to measure trainee understanding and readiness
• Ensure trainees meet the required proficiency standards before progressing to live user interactions
• Facilitate Calls-in-Class (CIC) programs as a bridge between classroom training and production support
• Monitor trainees while they handle live customer interactions for a defined period during their shifts
• Conduct daily coaching and feedback sessions to reinforce learning and address performance gaps
• Track trainee progress throughout the CIC period and provide targeted development plans
• Monitor agent performance, adherence to processes, and customer interaction quality
• Deliver ongoing coaching and corrective feedback to address performance deficiencies
• Coordinate handover of agents to production teams once readiness criteria are met

About you

• 3+ years of experience in designing and delivering Instructor-Led Training (ILT) sessions for new hires
• Experience supporting contact center, service desk, or IT operations environments