Trainer_BPO

Role: Process Trainer

Language Proficiency: English (B2 level) (Indonesian Native)

About Role:.The responsibility of the Trainer - Train agents on product and process

Skill: Experience in Customer Service

Responsibilities:

• Train agents on product and process, as and when there are NHT batches
• Monitor contacts and find out areas of opportunity
• Work closely with Ops and Quality team design action plans to plug areas of opportunity
• Responsible for defined training conversion
• Manage retention during training
• Consistent alignment with operations by auditing contacts understanding needs, conducting refreshers
• Demonstrate innovation in training by carrying floor requirement into classroom training.
• Maintain Data as per training Processes
• Must have excellent presentation and communication skills.
• Should be able to drive key performance metrics related to training
• Must be flexible to work in 24X7 environment (night shifts and weekends basis scope)
• Must be flexible to being up skilled on VASS & quality
• Proficient with MS Office
• In absence of NH training, candidate should support in Quality Audits and Feedback
• Should have basic knowledge of process mapping

Production hours to be given daily in the absence of NH training

Desired Skills:

• Excellent in oral and written English communication
• Excellent team player
• Analytical skills and display maturity
• Excellent in MS office - excel, power-point and ability to perform MIS
• Exposure to basic call quality tools is preferable
• Demonstrated proficiency in multi-tasking and clearly demonstrated passion for ensuring the success of good culture of excellence and commitment to quality and customer service.

Job Type: Full-time

Salary: Rp4,800,000 - Rp6,800,000 per month

Education:

• S1 (Required)

Experience:

• Trainer in BPO company: 2 years (Required)

Language:

• Good English (Required)