Responsibility
- Complete understanding of all Shopee training topics including topics related to Shopee policies, Shopee platform and tools, standard operating procedures, service performance KPIs
- Analyze service agents' and leaders' competency gaps base on KPI data and behavior patterns to formulate essential training curricula to cultivate their competencies/address deficits for short/middle/long terms
- Develop best practices for learning solutions/corrective actions that enable business outcomes/desired user experience
- Create and manage learning content including interactive user guides, video tutorials, FAQs, and other instructional materials
- Create safe and engaging learning experiences that ensure service agents receive practical and real-life-applicable training
- Deliver, or prepare a team of Subject-Matter Experts to deliver, learning solutions/training courses to land concepts and build practical application for service agent, quality analyst, and team leaders (online & offline)
- Design post-training test/verification methods and processes to verify and drive maximum knowledge gained
- Use data and metrics to measure, observe, and report learning effectiveness and ensure real-work application
- Keep track on training progress and ensure the trainings is conducted as planned and provide reports for stakeholders
- Collect feedback from audiences in order to continuously improve learning solution, delivery methods and materials
- Keep Up-to-date with Instructional Design methods and frameworks in designing and developing educational and training programs
- Lead Train-the-Trainer sessions as a master trainer for key programs
- Provide excellent customer service and maintain high standards for all work performed, working on complex requests and high volumes under tight deadlines.
Qualifications
- Bachelor’s Degree in Instructional Design, Educational Psychology, Adult Learning or organization development or similar
- Demonstrable experience as a Learning Designer, Instructional Designer, or Curriculum Developer (for e-commerce or tech is a plus).
- Passionate about people development and giving people those ‘light bulb’ moments.
- Proven organizational development, learning facilitation and training delivery
- Excellent analytical skills and experience in identifying improvement opportunities, generating ideas, and implementing learning solutions from data
- Ability to customize and design training courses to suit audience group and fulfill expected outcome of training
- Ability to translate complex ideas and information into organized, guided, vitualized resources to enhance learning, self-service experience.
- Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
- Learn fast, act fast with strong attention to detail and accuracy
- Good communication and can convey messages expressively and clearly
- Have great stage presence and can handle the most difficult of training situations
- Resilience to work under tight deadlines and under pressure
- Ability to take responsibility with minimum supervision, work collaboratively and drive continuous improvement
- Be a team-player and be able to operate effectively in a fast-paced and multicultural environment.
- Demonstrated ability to prioritize, organize, and facilitate effectively to manage multiple projects to meet tight deadlines.
- Proficiency in MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide Fluent in Thai and English, both written and spoken
