CS Trainer Lead - Operations (Yogyakarta)

Shopee

Indonesia, Yogyakarta

2-4 Years

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Posted 22 hours ago
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Job Description

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

More Info

Job Type:

Permanent Job

Industry:

Internet /E-commerce

Function:

Business Process Outsourcing

Employment Type:

Full time

About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 148457207

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