job description
Are you passionate about shaping high-performing teams and driving operational excellence? Sagility is seeking a dynamic Senior Enablement Supervisor (Training & Quality) to lead our learning initiatives and elevate workforce performance in Bali. In this pivotal role, you will design and implement cutting-edge training programs, ensure quality standards, and empower teams to deliver exceptional customer experiences.
As a leader in the call center and customer service industry, Sagility is committed to fostering a culture of continuous improvement and innovation. You will collaborate with cross-functional teams to identify skill gaps, develop tailored training solutions, and measure the impact of enablement programs on business outcomes. This is your opportunity to make a tangible difference in a fast-paced, global environment.
Join us and become a catalyst for growth, driving both individual and organizational success. If you thrive in a role that blends strategic vision with hands-on execution, we want to hear from you!
Responsibility
- Design, develop, and deliver comprehensive training programs for customer service and call center teams, ensuring alignment with business objectives.
- Lead quality assurance initiatives, including monitoring, coaching, and feedback sessions to enhance agent performance and customer satisfaction.
- Analyze performance metrics and training effectiveness to identify trends, gaps, and opportunities for improvement.
- Collaborate with operations and HR teams to onboard new hires and facilitate ongoing professional development.
- Create and maintain training materials, e-learning modules, and knowledge bases to support continuous learning.
- Conduct regular audits and assessments to ensure compliance with industry standards and company policies.
- Mentor and coach trainers and team leads to foster a culture of excellence and accountability.
- Stay abreast of industry best practices and emerging trends in training and quality management.
Qualifications
- Bachelor’s degree in Human Resources, Business Administration, Education, or a related field.
- Minimum of 5 years of experience in training, quality assurance, or enablement roles within a call center or customer service environment.
- Proven track record of designing and implementing successful training programs that drive measurable results.
- Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
- Excellent communication, presentation, and interpersonal skills to engage and inspire diverse audiences.
- Proficiency in learning management systems (LMS) and e-learning tools.
- Certification in training or quality management (e.g., ATD, Six Sigma) is a plus.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.