Job Description
Job Description
The Learning and Development Associate will oversee the delivery of Traveloka Customer Care training programs across locales. This role requires leadership, ability to learn fast and ability to explain complex processes into understandable steps to the agents. The Associate will work closely with various Customer Care functions in Traveloka ranging from Customer Experience, operations and product management.
The Expected Day To Day Scope Is As Follows
- Training Program Development and Delivery: Design, develop, and implement effective training programs tailored to the needs of a BPO environment. Deliver training sessions to agents, supervisors, and team leaders, ensuring they are equipped with the skills to meet performance targets. Utilize a variety of training methodologies, techniques, concepts, and learning tools to ensure maximum effectiveness.
- Performance Management: Monitor the performance of trainees, assess training effectiveness, and provide continuous improvement suggestions to managers and team leads. Implement feedback mechanisms and performance metrics to measure success and identify areas for development.
- Stakeholder Collaboration: Work closely with Operations teams to understand training needs, business goals, and challenges. Align training initiatives with organizational objectives and ensure training materials are up -to -date and relevant.Communicate regularly with management to provide updates on training activities and outcomes.
- Content Customization: Customize training content to cater to different teams, ensuring it is relevant to the specific processes, products, or services being offered in the BPO environment. Develop e -learning modules, workshops, and role -playing scenarios.
- Reporting and Documentation: Maintain accurate records of training sessions, completion rates, and workload. Provide detailed reports on training outcomes, including feedback and recommendations for improvement.
- Quality Assurance: Ensure that training programs adhere to quality standards and that all employees receive consistent and high -quality training. Regularly evaluate and update training content based on feedback and changes in the industry. Ensure compliance with relevant regulations and standards related to training and development. Foster a positive learning environment and promote a culture of continuous improvement.
Qualifications
- Bachelor’s degree in Business Administration, Human Resources, Education, or related field. Certifications in Training & Development, Instructional Design, or similar fields are a plus.
- At least 3 years of experience in training and development within a BPO or similar customer service -oriented industry
- Strong analytical and problem -solving abilities to evaluate training effectiveness and improve learning outcomes.
- Expertise in training metrics and data analysis to gauge training impact and ROI.
- Excellent communication and interpersonal skills, with the ability to collaborate across teams and levels.
- Ability to adapt quickly to changing business needs and priorities.
- A results -oriented mindset, focusing on continuous improvement and operational excellence.
