**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
- 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.
**Salary**: Rp4,800,000 - Rp6,800,000 per month
**Education**:
- S1 (required)
**Experience**:
- Trainer in BPO company: 2 years (required)
**Language**:
- Good English (required)