Trainer

Concentrix; Kota Yogyakarta; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Concentrix is seeking a Trainer II to deliver client-focused training for new hires, product updates, and ongoing coaching. The role involves using standard training processes, monitoring completion, and driving improvements in training quality and metrics across client programs.

The ideal candidate has a diploma or bachelor’s degree, at least 1 year of OTA training experience, solid GDS/NGDS knowledge, and strong MS Office skills. English (B2) and a local language are required.

Qualifications

• Diploma or bachelor’s degree in any field.
• At least 1 year of OTA training experience.
• Good knowledge of the GDS/NGDS application.
• Ability to work under pressure.
• Advanced MS Office skills (PowerPoint, Excel, Word).
• Willingness to drive Continuous Improvement in the process.
• Fluency in English (B2) and local language.

Responsibilities

• Deliver client-focused training using Concentrix and client processes.
• Monitor training metrics and ensure timely completion.
• Plan and improve training quality and coaching programs.
• Coordinate refresher and coaching through TNI.
• Observe and develop Trainers through classroom observations and metrics.
• Engage with new hire batches to assess motivation and experience.
• Participate in internal, client, and stakeholder meetings.
• Manage escalations and E-SAT through strong employee connections.

Skills

English fluency (B2)

MS Office

Work under pressure

Continuous improvement

Local language

Education

Diploma/Bachelor's degree

Tools

GDS/NGDS

Job description

The Trainer II is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best-in-class service and delivery.

Essential Functions/Core Responsibilities:

• Responsible for using the Concentrix and/or client-defined training processes, procedures, and tools in meeting the end-to-end training requirements and input/output metrics
• Ensure timely ongoing training completion and actions to improve internal and external training metrics
• Ensure monthly transaction monitoring and coaching completion targets are met by the team
• Build strong client engagement to ensure client satisfaction on the business performance to manage client VOC Responsible for overall planning, implementation, and improvement of training quality
• Set up, improve, drive, and streamline the TNI for Refresher and coaching
• Observe, analyze, and develop Training Team Leads / Trainers by using different methods such as classroom observations, trainers’ self-transactions, RTR scores, training metrics
• Meet new hire batches regularly during the training period to assess the early warning system, trainees’ motivation, and overall experience
• Attend internal, client, and stakeholder meetings periodically
• Build strong employee connections to manage escalations, attrition, and E-SAT
• Identify and drive value adds into the process through best practice sharing

Job Requirements:

• Minimum education diploma/bachelor's degree in any field
• Have at least 1 year of experience as a Trainer for OTA (Online Travel)
• Good knowledge of the GDS/NGDS application
• Must have the ability to work under pressure
• Advanced knowledge of MS. Office (PowerPoint, Excel, Word)
• Should be able to drive Continuous Improvement in the process.
• Demonstrated Fluency in English (B2) and local Language