Customer Service Trainer

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

Job summary

A leading service provider in Indonesia is seeking candidates for a training role focusing on the development and facilitation of training programs. Responsibilities include monitoring student progress, utilizing effective training techniques, and ensuring a smooth transition of agents from training to production. Ideal for those with strong presentation skills and a passion for coaching in a dynamic environment.

Responsibilities

• Monitor student progress during training and provide feedback.
• Utilize creative training techniques in a classroom environment.
• Prepare and present training materials effectively.
• Achieve individual training performance metrics.
• Support transition of agents from training to production.
• Maintain product knowledge through calls and meetings.
• Ensure effective communication with managers and peers.
• Support design and development of training materials.
• Measure effectiveness of training programs using feedback.
• Recommend curriculum modifications based on feedback.

Job description

Essential Functions / Core Responsibilities

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

We are hiring for Jakarta - Yogyakarta - Surakarta in Indonesia.