job description
Join Sutherland as a Customer Service Trainer in beautiful Bali and play a pivotal role in shaping the future of our customer experience teams. This is a unique opportunity to leverage your expertise in training and coaching to drive performance excellence, enhance agent capabilities, and ensure the delivery of world-class customer service.
As a Trainer, you will design, develop, and deliver comprehensive training programs tailored to the needs of our dynamic call center environment. Your ability to identify skill gaps, implement effective learning solutions, and foster a culture of continuous improvement will be key to our programâs success. Youâll collaborate with cross-functional teams to align training initiatives with business objectives, ensuring our agents are equipped to exceed customer expectations.
Bali offers a vibrant work-life balance, combining professional growth with the islandâs renowned culture and lifestyle. If youâre passionate about developing talent and making a tangible impact, this role is for you.
Responsibility
- Design and deliver engaging training programs for new hires and existing staff, focusing on customer service best practices, product knowledge, and soft skills.
- Conduct needs assessments to identify training gaps and develop targeted solutions to improve agent performance.
- Monitor and evaluate training effectiveness through metrics such as quality scores, customer satisfaction, and operational KPIs.
- Provide one-on-one coaching and mentoring to agents to reinforce learning and address performance challenges.
- Collaborate with quality assurance and operations teams to align training content with business goals and customer expectations.
- Create and update training materials, including manuals, e-learning modules, and job aids, to ensure relevance and accuracy.
- Facilitate workshops, role-playing sessions, and team-building activities to enhance agent confidence and competence.
- Stay updated on industry trends and best practices in customer service and training methodologies.
Qualifications
- Bachelorâs degree in Human Resources, Education, Business, or a related field (or equivalent work experience).
- Minimum of 3 years of experience in a training or coaching role, preferably in a call center or customer service environment.
- Proven ability to design and deliver effective training programs with measurable results.
- Strong communication, presentation, and interpersonal skills to engage diverse audiences.
- Proficiency in using training tools and platforms (e.g., LMS, PowerPoint, e-learning software).
- Analytical mindset with the ability to assess training needs and track performance improvements.
- Fluency in English (written and verbal) is required; additional languages are a plus.
- Passion for developing others and a commitment to fostering a positive, high-performance culture.