Learning & Development Trainer - Call Centre (Bali, Indonesia)

Join TDCX as a Learning & Development Trainer and play a pivotal role in shaping the success of our call centre teams in Bali. This is a unique opportunity to empower customer service agents with the skills, knowledge, and confidence they need to excel in a dynamic and fast-paced environment. In this role, you will develop and deliver engaging training programs, conduct performance evaluations, and provide ongoing support to ensure our agents consistently deliver exceptional customer service.

TDCX is a leading provider of innovative solutions in the telecommunications industry, with a strong presence in Bali. As part of our commitment to continuous improvement, we are looking for a dedicated and experienced trainer to join our team in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung. You will work closely with our call centre managers and agents to create a learning environment that fosters growth and development.

In this role, you will be responsible for designing and delivering training sessions that cover a wide range of topics, including customer service best practices, product knowledge, and communication skills. You will also conduct assessments and provide feedback to help agents improve their performance. With your expertise in learning and development, you will help our call centre teams achieve their full potential and contribute to the overall success of TDCX.

📋 Tanggung Jawab Pekerjaan

• Develop and deliver engaging training programs tailored to the needs of our call centre agents.
• Conduct performance evaluations and provide constructive feedback to help agents improve their skills and performance.
• Design and implement training materials, including e-learning modules, workshops, and one-on-one coaching sessions.
• Collaborate with call centre managers to identify training needs and align training programs with business objectives.
• Stay up-to-date with industry trends and best practices in customer service and training methodologies.
• Provide ongoing support and mentorship to call centre agents to ensure they have the resources and guidance they need to succeed.
• Analyze training effectiveness and make data-driven recommendations for improvement.
• Foster a culture of continuous learning and development within the call centre teams.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Education, Psychology, Human Resources, or a related field.
• Minimum of 3 years of experience in training and development, preferably in a customer service or call centre environment.
• Certification in instructional design or training methodologies (e.g., Certified Professional in Learning and Performance - CPLP).
• Strong knowledge of customer service best practices and industry standards.
• Excellent communication, presentation, and facilitation skills.
• Ability to work collaboratively with cross-functional teams.
• Proficient in using training management systems such as Cornerstone, Litmos, or Docebo.
• Fluency in English and Bahasa Indonesia is a plus.

🛠️ Keahlian

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