Responsibility

  • Oversee all training schedules vs trainers capability and coordinate with workforce management team to ensure training timelines
  • Supervise customer service agents learning progress
  • Supervise training delivery approach, Train the Training, for most possible engaging and meeting business goals
  • Observe all trainings, capture gaps and formulate Train the Trainer course
  • Evaluate effectiveness of materials, quizzes, satisfaction then feedback to Learning Designers
  • Survey/observe training needs, under supplied content or real-life cases/situations customer service agents faced
  • Coach team of trainers to achieve their performance and PDP goals
  • Prioritize, manage workload and remove obstacles team member faces in day-to-day situations

Qualifications

  • Bachelor’s Degree in Instructional Design, Educational Psychology, Adult Learning or organization development or similar
  • Fluent in Thai and English, both written and spoken
  • Passionate about people development and giving people those ‘light bulb’ moments
  • Proven practical knowledge of facilitation, coaching methodologies, instructional systems design (ISD) frameworks, adult training methodologies and service softskill knowledge
  • 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, able to manage and adapt to training situations
  • Resilience to work under tight deadlines and under pressure in a fast pace environment
  • Proficiency in MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide

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