- Carries out the implementation of knowledge based on the Training Curriculum.
- Establish innovative deck, materials and hands-on procedures for training enhancement.
- Documenting new processes/updates in the process materials.
- Standardize and organize training modules for proper safe keeping.
- Identify and assess training needs to determine gaps for further improvement on training materials and curriculum to better increase product knowledge and capabilities.
- Highly adept at building and maintaining fruitful, beneficial relationships horizontally and vertically across all departments.
- Deliver dynamic training sessions (on-boarding, soft skills, process and refresher training, etc) across customer service to a diverse learning participant.
- Collaborate with Quality Team and Management across site to identify operational deficiencies and develop lean, solution-oriented, measurable training.
- Monitor and improve all new hires accomplishment and address deficiencies to establish readiness prior to endorsing.
- Provide individual coaching, daily feedback sessions and weekly one-on-one to new hires prior to endorsing.
- Meet individual and team targets and KPIs
- Must be a Bachelor graduate from any course.
- Minimum of 2 years of experience as a Trainer preferably in a contact center or customer service setting
- Proficient in MS Office, Google tools and presentations.
- Experience with instructional manuals and teaching technologies and platforms
- Understanding of effective teaching methodology and tools.
- Has qualities of being a good presenter and can execute the training course forward confidently. Excellent verbal, written, interpersonal, leadership and organizational skills.
- Requires a positive attitude, ability to multi task, manage to work independently and have a genuine interest in teaching.
- Demonstrate exemplary in critical thinking and decision-making
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