Job Description:
- 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
- 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
Requirements:
- Bachelor’s degree required, in adult education or organization development is a plus
- At least 3 years of hands-on learning & development experience in e-commerce
- Passionate about people development and giving people those ‘light bulb’ moments
- Proven organisational development skills & proven experience in facilitation & training delivery
- Proven practical knowledge of facilitation, coaching methodologies, instructional systems design (ISD) frameworks, adult training methodologies and service soft skills knowledge
- 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
- 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
- Proficiency in MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide
- Resilience to work under tight deadlines and under pressure
- Ability to take responsibility with minimum supervision, work collaboratively and drive continuous improvement
- High level of discretion, confidentiality, and ethics
- Be a team player and be able to operate effectively in a fast-paced and multicultural environment.
- Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
- Demonstrated ability to prioritize, organize, and facilitate effectively to manage multiple projects to meet tight deadlines.
- Excellent command of the Thai language, both written and spoken
