Customer Experience Trainer

Concentrix; Kota Yogyakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading company seeks a Trainer to lead training initiatives in Yogyakarta. The candidate will develop and deliver training materials, monitor progress, and engage with management and agents to ensure training effectiveness. This position requires strong communication skills and relevant experience in training methodologies.

Qualifications

• Bachelor's degree required.
• 2-4 years of relevant experience preferred.
• Proven experience in training methodologies.

Responsibilities

• Monitor and provide coaching to agents in training.
• Prepare and present training materials effectively.
• Measure effectiveness of training programs.

Skills

Communication

Critical Thinking

Time Management

Team Building

Attention to Detail

Education

Bachelor's Degree in a related field

Tools

Microsoft Office

Job description

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**Language Proficiency: Advance English B2 level

Location: Yogyakarta

Key Responsibilities:

1. Responsible for the day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring, providing coaching and developmental feedback, and readiness recommendations.
2. Utilize effective presentation and facilitation skills, including creative training techniques and adult/accelerated learning techniques, using various training delivery modalities in a classroom environment.
3. Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities.
4. Accountable for achieving individual training performance metrics.
5. Support and partner with Operations to transition agents from training to the production environment, ensuring competency levels meet business needs (where required).
6. Maintain relevant product knowledge for each account by taking calls, attending client and cross-functional meetings (as needed), and conducting side-by-side observations.
7. Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interactions with clients.
8. Support Instructional Design team in designing and developing training materials for various instructional delivery methods, including computer-based training, interactive sessions, classroom training, and written job aids.
9. Measure the effectiveness of training programs using feedback methods such as focus groups, interviews, and surveys, leading to enhancements of training resources and programs based on evaluation results.
10. Recommend curriculum modifications to the Training Manager/Supervisor based on internal customer feedback and Training Needs Analysis.
11. Participate and contribute to a continuous learning culture by maintaining engagement on change management, product and service releases, policies, processes, and procedures.

Desired Skills:

• Bachelor's Degree in a related field from a four-year college or university, with two to four years of relevant experience preferred.
• Proven experience in training methodologies and soft skills (communication, critical thinking, time management, team building, etc.).
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Demonstrated ability to multi-task, prioritize, and meet deadlines.
• Self-starter with a sense of urgency, able to work well under pressure.
• Strong attention to detail.
• Sense of professionalism and ability to develop good relationships.

Additional Information:

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Your application will include the following questions:

• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a trainer?
• Which of the following Microsoft Office products are you experienced with?
• Have you completed an English language proficiency certification?

Information & Communication Technology: Not specified.

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