CS Trainer Lead - Operations (Yogyakarta)

Shopee


Tanggal: 3 minggu yang lalu
Kota: Yogyakarta, Yogyakarta
Jenis kontrak: Penuh waktu
Job Description

  • Define comprehensive training strategies, methodologies, and pedagogical frameworks for operations served by Business Process Outsourcing (BPO) partners
  • Establish and monitor critical training KPIs and quality metrics to ensure strong alignment between training programs, daily operations, and overarching business objectives
  • Develop, update, and standardize official training materials to maintain consistency across all customer service programs
  • Validate all instructional content and training execution plans developed by BPO trainers prior to implementation
  • Provide active coaching, mentoring, and performance evaluation for instructors to ensure compliance with strict pedagogical and content standards
  • Support BPO partners in structuring onboarding schedules, planning agent training timelines, and designing targeted refresher training programs
  • Monitor training execution and adherence to approved plans, evaluating the overall quality and effectiveness of training conducted by BPOs
  • Analyze training data alongside operational performance metrics to identify structural knowledge gaps and execute targeted improvement plans for BPO training programs
  • Will be supporting Brazil market

Requirements

  • Bachelor’s Degree in any major
  • Min. 2 years of training experience within a BPO or e-commerce environment, with a proven track record in both classroom facilitation and content development
  • Strong expertise in curriculum design, instructional material creation, and end-to-end training evaluation frameworks
  • Advanced proficiency in digital training tools, including PowerPoint, Excel, Google Workspace, Learning Management Systems (LMS), and virtual platforms (Zoom/Google Meet)
  • Professional fluency in English
  • Flexibility to support and oversee training sessions during shifting schedule

Cara melamar

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