Deskripsi Pekerjaan
Are you a passionate educator with a flair for operational excellence? Monee is seeking a dynamic Operations Trainer to join our growing team in the heart of Kuala Lumpur. In this pivotal role, you will be the architect of our team's success, designing and delivering comprehensive training programs that empower our Operations and Customer Service departments to deliver world-class experiences.
As our Operations Trainer, you will bridge the gap between complex operational processes and team performance. You will be responsible for the end-to-end training lifecycle, from conducting needs assessments and creating engaging training materials to facilitating workshops and monitoring post-training KPIs. If you are an empathetic communicator who thrives in a fast-paced environment and enjoys developing talent, we would love to hear from you.
At Monee, we value innovation and continuous improvement. You will have the autonomy to introduce modern learning methodologies, leverage e-learning tools, and champion a culture of continuous development. Join us and help shape the next generation of our operational workforce.
Tanggung Jawab
- Design, develop, and deliver high-impact training modules for Operations and Customer Service teams.
- Conduct thorough training needs analysis (TNA) to identify performance gaps and operational bottlenecks.
- Facilitate engaging classroom, virtual, and on-the-job training sessions for new hires and tenured staff.
- Maintain and update internal knowledge bases, standard operating procedures (SOPs), and training manuals.
- Partner with Operations managers to monitor trainee performance and provide actionable coaching feedback.
- Measure the effectiveness of training programs through assessments, surveys, and KPIs.
- Lead onboarding programs to ensure a seamless transition for new employees into the company culture.
Kualifikasi
- Bachelor’s degree in Human Resources, Education, Business, or a related field.
- Minimum 3 years of experience in corporate training, specifically within a Call Centre or BPO environment.
- Strong instructional design skills with proficiency in e-learning authoring tools (e.g., Articulate, Adobe Captivate).
- Exceptional verbal and written communication skills in English.
- Proven ability to analyze operational data to drive training improvements.
- Experience in conducting virtual training sessions via Zoom, MS Teams, or similar platforms.
- Ability to work independently and manage multiple training cohorts simultaneously.