BPO Training Manager - Leadership & Development Role in Bali

Join Afni as a BPO Training Manager in the vibrant heart of Bali and lead the charge in developing world-class talent for our dynamic contact center operations. This is a unique opportunity to shape the future of customer service excellence by designing, implementing, and continuously improving training programs that empower our team to deliver exceptional customer service.

At Afni, we are committed to fostering a culture of continuous learning and development. As a BPO Training Manager, you will play a pivotal role in creating and executing training initiatives that align with our company's vision and values. Your daily tasks will involve collaborating with cross-functional teams to identify training needs, developing engaging and effective training materials, and conducting workshops and assessments to ensure our team members are equipped with the skills and knowledge needed to excel in their roles.

📋 Tanggung Jawab Pekerjaan

• Design and implement comprehensive training programs for new hires and existing employees, focusing on customer service excellence, communication skills, and process adherence.
• Develop and deliver engaging training sessions, workshops, and assessments to measure the effectiveness of training initiatives.
• Collaborate with the HR team to identify training needs and align training programs with company goals and objectives.
• Monitor and evaluate the performance of training programs, gathering feedback from participants and making data-driven improvements.
• Stay up-to-date with industry trends and best practices in customer service and training methodologies, and incorporate relevant insights into training programs.
• Build and maintain strong relationships with internal stakeholders, including managers, team leads, and employees, to ensure the successful implementation of training initiatives.
• Leverage LMS (Learning Management System) platforms like Moodle or Cornerstone to create and manage online training courses and resources.
• Conduct regular performance reviews and provide constructive feedback to employees to support their professional growth and development.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Human Resources, Education, Psychology, or a related field.
• Minimum of 5 years of experience in training and development, with a focus on customer service or contact center environments.
• Proven track record of designing and implementing effective training programs that improve employee performance and engagement.
• Strong knowledge of training methodologies, assessment tools, and learning technologies.
• Excellent communication, interpersonal, and leadership skills, with the ability to inspire and motivate employees.
• Certification in training and development (e.g., ATD Certified Professional in Learning and Performance, SHRM-CP) is a plus.
• Fluency in English and Bahasa Indonesia is required.
• Proficiency in using Microsoft Office Suite, including PowerPoint, Excel, and Word, is essential.

🛠️ Keahlian

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