Senior Trainer - Operations, MY MarketplaceThe Operation teams at Shopee cover the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products.
The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates.
The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
Job Description:
Coordination with Regional, Local Trainers, and BPO Trainers:Schedule bi-weekly or monthly meetings with regional, local, and BPO trainers to align on training objectives and share updates.
Conduct regular alignment sessions with the regional team to ensure consistency between Quality, SOPs, and Training strategies.Facilitating Training Sessions and Local Initiatives:Conduct surveys and feedback sessions to identify training needs and areas for improvement.
Develop targeted training sessions based on the specific needs of different teams and stakeholders.
Clearly communicate training requirements, timelines, and objectives to stakeholders through detailed emails, presentations, and meetings.Identifying Training Needs and Scheduling:Work closely with the BPO training team to identify skill gaps and training requirements.
Create and maintain a training calendar to schedule courses and ensure timely delivery.
Implement a feedback mechanism to continuously assess the effectiveness of training programs and make necessary adjustments.
Schedule regular reviews of training materials to ensure they are up-to-date with the latest SOPs.
Work closely with functional experts to ensure accuracy and relevance of training content.
Ensure that any updates are promptly communicated to front-line teams and incorporated into the training curriculum.Conducting Training Needs Analysis:Conduct Training Needs Analysis (TNA) at regular intervals to identify emerging needs and gaps.
Develop and present action plans based on TNA findings to address identified needs.
Implement and monitor quality improvement actions derived from TNA.Staying Updated with Training Trends:Engage in professional development opportunities, such as workshops, seminars, and online courses, to stay abreast of the latest training trends.
Network with other training professionals and organizations to exchange best practices and innovative training methods.
Be open to adopting new training technologies and methodologies that can enhance the effectiveness of your programs.Requirements:
At least 3-5 years experience with policy training
Experience in developing policies, process documentation, training, communication materials and people management
Extensive knowledge of analyzing training needs and implementing performance gap analysis
Impressive communication, presentation, and interpersonal skills
Proficiency in MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide
Passion for helping agents thrive
Excellent time management and organizational skills
High discipline, ownership spirit, ability to find out-of-the-box ideas and innovate ways to enhance daily operations.#J-18808-Ljbffr