Customer Service Senior Trainer

This role is to:

Responsible for evaluating training needs, designing and providing training materials, planning and deliverying training activities.managing, tracking training road map.

1. Training:

• Identify training needs by evaluating strengths and weaknesses
• Translate requirements into trainings that will groom employees for the next step of their career path
• Develop or oversee the production of classroom handouts, instructional materials, aids and manuals
• Direct structured learning experiences and monitor their quality results
• Deliver training courses both in soft and technical skills when needed
• Maintain updated records of training curricula and materia

2. Planning:

• Collaborate with other section in Ops to make training activities in the assigned zone on the monthly basis.
• Build annual training programs and prepare teaching plans

Schedule regular training sessions (e.g. monthly or quarterly)​

3. Supervision:

• Supervise training activities (training days, compliance, training attendance…) in the assigned zone.
• Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
• Periodically evaluate ongoing programs to ensure that they reflect any changes

4. Supports:

Provide strong support to assigned tasks such as design training materials, both in soft & technical skill, prepare to organize training programs

5. Internal & external relationships: Maintain solid & effective collaboration with co-workers in Ops and other departments

Qualifications

• University or college degrees, preferably in Education, Law, Marketing, Economics, Business Administration, Insurance.

Experience

• Certification from talent and training associations a plus
• Two (2) years’ previous experience as a trainer, corporate training specialist, or related position
• Work experience as a Customer Service Trainer or similar role
• Proven experience in designing multiple training events in a corporate setting
• Proven ability to master the full training cycle
• Familiarity with traditional and modern training methods, tools and techniques
• Familiarity with talent management and succession planning
• Experience in sales or customer service positions is a plus
• Familiarity with interactive learning activities
• Experience with technologies