RESPONSIBILITIES

• Supervise knowledge and training to team members through rostering, monitoring, briefing, coaching, and others.
• Responsible for the planning, execution, and analysis of programs that support the results of all contact center services (function Employee Support).
• Follow and engage actively in service improvement and motivation programs.
• Take decision about problems that occurred in the entire program that supports service Contact Center and its analysis.
• Follow and make sure all team members are actively involved work closely with the operation to maintain perspective.
• Follow and make sure the whole team is actively involved in the activities of the certification/assessment conducted.
• Provide online test questions for the entire product knowledge for customer services and ensure all test questions are submitted into the system.
• Responsible and ensure update product/program into the system for customer service (function Employee Support).
• Provide Activity Report as Team performance report daily, weekly and monthly bases.

REQUIREMENTS

1. Experiences/ Knowledge:

• Have 1+ year of experience in developing and implementing training programs.
• Have 1 year-platform training/facilitation skills to deliver quality training programs.
• Experience in developing and delivering professional development courses.
• Have ability to solve problems quickly and independently while working in a fast-paced environment.
• Excellent ability to identify and analyze data for trends.
• Experience in providing performance feedback.
• Ability to multitask and perform in constantly changing environment.
• Strong organizational, planning, prioritization skills.
• College Degree.
• Good at MS skill.
• Good at English both written and spoken.

2. Nice to have:

• Experience in Tourism/Hospitality/Aviation.
• Experience in BPO.

BENEFITS

• Attractive Salary and Benefits.
• Performance appraisals every year.
• Performance bonus twice a year.
• Various training on best practices and soft skills.
• Diverse careers opportunities with various industry and products.
• Company trip, big annual year-end party every year, team building, etc.