Trainer Delivery (Yogyakarta)

Monee


Tanggal: 2 minggu yang lalu
Kota: Yogyakarta, Yogyakarta
Jenis kontrak: Penuh waktu
Job Description

Training Delivery:

  • Conduct onboarding and refreshment training sessions for agents.
  • Ensure training materials are up-to-date, relevant, and aligned with operational goals.
  • Facilitate engaging and interactive sessions to support agent understanding and retention.

Curriculum Development & Improvement

  • Collaborate with QA, Ops, and other stakeholders to develop and continuously improve training content.
  • Adjust training modules based on agent performance data, feedback, and business updates.

Monitoring & Evaluation

  • Track post-training performance (e.g., AMB, QA scores, ZT findings) to evaluate training effectiveness.
  • Conduct one-on-one coaching sessions or additional training if needed.
  • Provide regular reports and analysis on training outcomes to relevant stakeholders.

Stakeholder Collaboration

  • Coordinate closely with Operation Leads, QA teams, and WFM for training schedules and needs.
  • Participate in meetings and calibration sessions to stay aligned with business priorities.

Administration & Documentation

  • Maintain training trackers, attendance records, and evaluation forms.
  • Ensure timely completion of training documentation and reporting.

Support Program Involvement

  • Contribute to initiatives like the Buddy Program, Support Improvement Program, or Special Projects.
  • Provide feedback and recommendations to enhance agent development programs.

Requirements

  • Minimum S1 degree from any discipline (preferably related to Communication, Education, or Business).
  • Minimum 1 year of experience as a Trainer, Team Leader, or similar role in a Call Center environment.
  • Experience in delivering training for new hires and refreshers is a plus.
  • Strong understanding of flow and KPI metrics
  • Excellent facilitation and public speaking skills.
  • Ability to design and improve training materials based on data and feedback.
  • Familiarity with adult learning principles and coaching techniques.
  • Proficient in Google Workspace or Microsoft Office (Slides, Sheets, Docs).
  • Able to manage and track performance data through dashboards or trackers.
  • Strong communication and interpersonal skills.
  • High attention to detail and organizational ability.
  • Proactive, adaptable, and open to feedback.
  • Able to work independently and in collaboration with cross-functional teams.
  • Willing to work full-time on-site at Jogja.
  • Flexible with training schedules and operational needs.
  • Willing to learn new things and open to handling other channels or buckets

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