Trainer Customer Service (English)

PT Indotel Maju Bersama; Daerah Istimewa Yogyakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading telecommunications company in Indonesia is seeking an experienced Trainer to deliver new hire training and provide ongoing development for employees. The ideal candidate will have at least 1 year in a contact center environment, excellent communication skills, and strong coaching abilities. Responsibilities include evaluating performance, assisting in training administration, and ensuring training goals are met.

Qualifications

• Minimum of 1 year of experience within a contact center environment as Trainer.
• Excellent leadership and communication skills required.
• Ability to coach and develop people effectively.

Responsibilities

• Deliver new hire training and departmental programs.
• Assist in daily administration of Learning Management System.
• Evaluate performance of agents with guidance.
• Train new hires and provide refresher training.
• Provide one-on-one coaching.

Skills

Coaching and communication skills

Leadership skills

Creative and critical thinking

People-development skills

Education

Bachelor Degree or above

Job description

1) Deliver new hire training and other departmental training programs

2) Contribute to the overall success of the Operations

3) Assist in daily administration of a Learning Management System

4) Evaluate the performance of agents using tools available such as assessments, playbook observations, and provide recommendations under the guidance of the Trainer and Training Manager

5) Take calls and act as roaming Supervisors during All-Hands situations

6) Set up and maintain training facilities and related training materials

7) Train all aspects of the program to new hires and refresher training to tenured employees

8) Provide one-on-one coaching in training to ensure exceptional customer services

9) Work in conjunction with the Quality Assurance team to ensure training and quality goals are met

Requirements:

1. Bachelor Degree or above;

2. Coaching and communication skills

3. Minimum of 1 years’ experience within a contact center environment as Trainer

4. Excellent leadership and communication skills

5. Strong coaching and people-development skills through call listening

6. quality feedback, etc.

7. Energetic and motivating individual

8. Creative & Critical thinking

How many years' experience do you have as a Quality Assurance Role?