Trainer Delivery (Yogyakarta)

1-3 Years

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Early Applicant

Job Description

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

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