携程Regional Trainer FLT IB EN SHACC(MJ024646)

1. Provide training and coaching for new hires, including business knowledge and procedure, call/email/chat handling process, platform features, soft skills training and organization culture.2. Provide refresh and upskill training for tenure advisor, including business and procedure update, soft skills and communication skills training.3. Manage and track training quality and effectivenessFollow training related SOPs, hand in training and coaching documentations in time to manage and report training progress.4. Training courses development such as new product/new system, soft skills training materials.5. Communicate/discover training needs, develop the training schedule.6. Class management and keep close cooperation with service teams to continuously output qualified employees in line with the job requirements for the team.7. Conduct training satisfaction surveys, get feedback from the trainees and analyze improvements and opportunities.8. Ability to work as part of a team or individually, with initiative.9. Complete other tasks and other training projects assigned by training supervisor.

-Provide professional support and assistance to leadership team for performance and development conversations through workshop and classroom setting -Work with business partners in identifying performance issues, drafting and executing learning strategy, delivering courses in a professional and “Apple” manner -Accountable for work identified in ADDIE model to provide Apple and third party product and service aspect of learning solution for the Retail Contact Center with creative thinking and methodology -Build an association of trust with contact centre management and to update training progress, understand business challenges and performance gaps of teams and individuals -Engage closely with coaches to ensure lessons learned are implemented, and that training needs identified by the coaches are documented and solutions put in place -Collaborate with regional and worldwide learning team members in content development, content maintenance, and developmental projects -Continue to maintain and update extensive knowledge of line of business, and of products and services of Apple brand and third parties, participate in project updates, and facilitate train the trainer sessions to vendor partner -Utilize learning management systems for registration, administration, delivery and evaluation of training -Prepare training facilities, including rooms, equipment and supplies Ensuring the success of training through analysis, reporting and feedback -Support vendors in learning solutions, including training needs identified through change management and business updates -Support Discovery Center as part of learning solution, its hardware and software logistics, including but not limited to content curation and cross-functional group collaboration

1.Team Building and Management: Responsible for building international chain teams for new country food delivery markets from scratch and managing daily operations. Able to quickly enhance the team's business capabilities and achieve team goals. 2.City Operations and Management: Oversee operations in multiple cities, using scientific analysis methods to collect information, formulate and implement operational strategies, and be accountable for city performance. Continuously improve new signings and operational plans. 3.Comprehensive Perspective: Possess an end-to-end perspective, quickly identifying core frontline issues (BD pain points, merchant pain points, user pain points), providing timely feedback and communicating with headquarters, integrating resources, and expanding business at low cost. 4.International Team Management: Capable of managing teams with diverse cultural backgrounds, establishing scientific talent development mechanisms at all levels, and cultivating international business talent. 5.Experience Summary and SOP Development: Organize work experience, extract methodologies, develop standard operating procedures (SOPs), and build end-to-end processes for overseas business. 6.Ensuring Results: Utilize project management to develop detailed execution plans and supervision mechanisms, strictly control each stage, use data-driven and scientific analysis methods for dynamic adjustments, and ensure expected outcomes are achieved.

1以骑手入职培训通过率、客户投诉率、客户满意度、骑手服务准时率为目标导向来设计与优化骑手培训体系。包含制定入职培训、常规培训及复训的整体规划与节奏；明确每个培训模块的目标、内容、形式及评估方式；结合外卖行业最佳实践，持续迭代培训大纲。 2组织实施培训落地计划，包含编制培训计划，包含培训课表、讲师安排、场地及线上工具；统筹线上线下培训班型、实操模拟等环节设计；确保培训内容丰富且可执行。 3培训内容开发与管理包含：应用操作（骑手APP功能演示、接单流程、异常反馈），合规要求：身份审核、车辆及安全证件、红线行为界定；服务体验：沟通话术、着装礼仪、礼貌用语、服务SOP、客户取餐准时率；安全与履约：交通安全、食品保护；奖惩机制：通过率与骑手考核挂钩、违规处罚流程、激励奖励方案。 4设计考核测试，包含闭卷/线上测验、模拟演练、实操观察；汇总培训反馈、课堂评分、运营数据，形成月度/季度分析报告，推动改进。 5跨部门协作与推进，与履约体验运营、3PL管理、客服等团队紧密协作，快速响应业务需求，推进各地培训落地；培养内部培训师团队（Rider Trainer/Patroller），提升培训覆盖能力。 1Design and optimize the rider training system with key metrics-driven goals—new hire training pass rate, customer complaint rate, customer satisfaction, and rider on-time service rate. Develop overall plans and pacing for onboarding training, regular training, and refresher courses.Define objectives, content, delivery formats, and evaluation methods for each training module. 2Organize and implement training roll-out plans.Prepare detailed training schedules, assign instructors, secure venues, and set up online tools.Coordinate design of online and offline class formats, hands-on simulations, and other learning activities.Training contents include Application operations，Compliance requirements，Service experience，Safety and fulfillment，and Reward and penalty mechanisms. 3Design assessments and evaluations.Create closed-book and online quizzes, simulation drills, and practical observation checklists.Collect training feedback, class ratings, and operational performance data. Produce monthly and quarterly analysis reports to identify gaps and drive continuous improvement. 4Drive cross-functional collaboration and training expansion.Partner closely with fulfillment-experience operations, 3PL management, and customer-service teams to respond rapidly to business needs. Manage regional roll-out of training programs.Cultivate and certify an internal trainer (Rider Trainers/Patrollers) to scale training coverage.