Overview
CS Trainer Lead – Operations (Yogyakarta) Jobs in Yogyakarta, Yogyakarta, Indonesia at Shopee
Title: CS Trainer Lead – Operations (Yogyakarta)
Company: Shopee
Location: Yogyakarta, Yogyakarta, Indonesia
Job Description
- Define comprehensive training strategies, methodologies, and pedagogical frameworks for operations served by Business Process Outsourcing (BPO) partners
- Establish and monitor critical training KPIs and quality metrics to ensure strong alignment between training programs, daily operations, and overarching business objectives
- Develop, update, and standardize official training materials to maintain consistency across all customer service programs
- Validate all instructional content and training execution plans developed by BPO trainers prior to implementation
- Provide active coaching, mentoring, and performance evaluation for instructors to ensure compliance with strict pedagogical and content standards
- Support BPO partners in structuring onboarding schedules, planning agent training timelines, and designing targeted refresher training programs
- Monitor training execution and adherence to approved plans, evaluating the overall quality and effectiveness of training conducted by BPOs
- Analyze training data alongside operational performance metrics to identify structural knowledge gaps and execute targeted improvement plans for BPO training programs
- Will be supporting Brazil market
Requirements
- Bachelor’s Degree in any major
- Min. 2 years of training experience within a BPO or e-commerce environment, with a proven track record in both classroom facilitation and content development
- Strong expertise in curriculum design, instructional material creation, and end-to-end training evaluation frameworks
- Advanced proficiency in digital training tools, including PowerPoint, Excel, Google Workspace, Learning Management Systems (LMS), and virtual platforms (Zoom/Google Meet)
- Professional fluency in English
- Flexibility to support and oversee training sessions during shifting schedule
