Trainer Contact Center PT Bina Talenta - Yogyakarta

• Training Needs Analysis
• Work with the operations, training, and quality teams to identify performance gaps
• Analyze performance gaps and provide recommendations to meet target metrics
• Training Design and Development
• Responsible for content research, training outline creation, development of training evaluation measures, training materials development , knowledge assessment/ test design
• Identify other non-traditional performance improvement initiatives
• Create and update training materials
• Training Delivery and Communication Coaching
• Deliver capability development programs to employees such as coaching and training
• Provide floor support and communication coaching to all employees including support team members
• Develop performance assessment tools in line with project’s goals/metrics
• Proactively develop activities or modules to supplement existing programs or initiatives
• Training Evaluation
• Gather data from operations to measure program effectiveness / Monitor progress of employees by tracking performance indicators
• Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews
• Other Responsibilities
• Propose continuous improvements in performance coaching and training processes
• Mentor other employees to provide coaching support
• Attend quality calibration calls and provide recommendations
• Provide communication coaching support to other businesses, as needed • Minimum 2 years’ experience as a trainer in a customer service contact center environment
• Excellent Communication Skills
• Above Average Presentation and Facilitation Skills
• Intermediate Training Content Development skills
• Strong interpersonal and customer service skills
• Advanced knowledge of BPO Operations
• Good working knowledge of productivity tools such as MS Office Applications
• Good leadership and motivational skills
• Highly organized and detail-oriented
• Highly analytical skills
• Strong Problem-Solving and Decision-Making Skills
• Strong listening skills, patient, & results-oriented
• Ability to work under pressure ensuring that timelines are achieved
• Work location at Yogyakarta

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