Trainer Delivery

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.

• 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.

• 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.

• 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.

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

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

• 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.