Trainer Operations For B2B & B2G

The Trainer Operations is responsible for overseeing end-to-end teacher operations, driving operational excellence, and ensuring seamless execution across class scheduling, teacher discipline, onboarding, cross-departmental B2B/Corporate execution, and payroll recaps. This role acts as the bridge between Teacher Operations, Student Success (SS), Business Development (BD), Mitra Relations, and P&S.

Key Responsibilities & Leadership Duties1. Operational Supervision

• Process Optimization & Strategy: Continuous evaluation and refinement of scheduling flows, swap processes, and onboarding workflows to improve operational efficiency.
• Cross-Functional Alignment: Act as the primary escalation point and operational partner for Business Development (BD), Student Success (SS), Education, Mitra Relations, and P&S.
• SLA & Escalation Oversight: Oversee high-priority operational incidents, ensure strict SLA adherence across all ticket/request levels, and lead resolution for High Urgency issues in coordination with Product & Tech, CCD, and Management.
• Strategic Trainer Scheduling & Resource Allocation
• Capacity Planning & Plotting Oversight: Oversee workload distribution, class plotting, and trainer scheduling across all segments.
• B2B & Corporate Project Execution: Ensure timely fulfillment of B2B/Corporate client requests (1–2 days for internal teachers, 1–2 weeks for external teachers in collaboration with Mitra Relations).
• Conflict & Escalation Resolution: Resolve complex scheduling conflicts and ensure backup/contingency plans are active for high-stake client projects.
• Swap, Substitute & Contingency Management
• Substitute System Governance: Monitor the Swap & Substitute ecosystem to ensure minimum class deletion/reschedule rates.
• Policy Enforcement & Audit: Periodically audit the T.Ops Swap Request Sheet and Swap Request Proof repositories to ensure validity and prevent policy abuse.
• SLA Monitoring: Ensure team responsiveness within defined response times (1 hour for same-day requests, 6 hours for 24–48h requests).
• Teacher Performance, Discipline & Retention
• Disciplinary Policy Enforcement: Enforce compliance with Cakap's teacher memo/regulations, including SLA on missed classes, tardiness, report submission deadlines, and professional appearance.
• Quality & Evaluation Alignment: Collaborate with Education and Mitra Relations to review teacher demo evaluations and performance reviews.
• Contract Renewal Oversight: Coordinate with P&S / Mitra Relations and renewal PICs to manage contract expiration pipelines and oversee 1-on-1 renewal sessions for Part-Time, Full-Time, and Capable teachers.
• Onboarding & Talent Pipeline Management
• Onboarding Program Governance: Oversee the end-to-end teacher onboarding journey (PnS session, Mentor sessions, Compliance Training, Platform Training, and Demo Teaching).
• Sourcing Strategy: Partner with the Mitra Relations team on sourcing strategies, talent identification, and profiling for specialized corporate/TVET projects.
• Communication Channel Governance: Supervise and organize operational communication channels across platforms segmented by language/project (English, Local/Native Mandarin, Korean, Japanese, JKM, TVET).
• Operational Finance, Payroll & Reporting
• Payroll & Reimbursement Approval: Review and approve trainer attendance reports, fee recaps, and reimbursement submissions before sending them to BD and Finance.
• Financial Schedule Alignment: Maintain strict adherence to weekly cut-off schedules (Thursday submission Friday BD cut-off Monday Finance processing Wednesday payout).
• Operational Analytics & Reporting: Track key performance metrics (SLA resolution rates, class fulfillment rates, swap volumes, teacher discipline records) and report operational insights to top management (COO/CEO).
  
  

Key Metrics & SLAs (KPIs)

Resolution SLAs: Minor issues (<48 hours), Major issues (<24 hours), High Urgency issues (<24 hours).

Response SLAs: Acknowledge incoming requests within 1 hour (during 08:00–21:00 WIB operational hours).

Operational Cut-offs: Weekly