携程Regional Trainer EN OB SHACC HTL(MJ030982)

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 Provide refresh and upskill training for tenure advisor, including business and procedure update, soft skills and communication skills training Manage and track training quality and effectiveness Follow training related SOPs, hand in training and coaching documentations in time to manage and report training progress Training courses development such as new product/new system, soft skills training materials Communicate/discover training needs, develop the training schedule Class management and keep close cooperation with service teams to continuously output qualified employees in line with the job requirements for the team Conduct training satisfaction surveys, get feedback from the trainees and analyze improvements and opportunities Ability to work as part of a team or individually, with initiative Complete other tasks and other training projects assigned by training supervisor

Core Provide training and coaching for new hires, including business knowledge and procedure, call/email/chat handling process, platform features, soft skills training and organization cultureProvide refresh and upskill training for tenure advisor, including business and procedure update, soft skills and communication skills trainingManage and track training quality and effectivenessFollow training related SOPs, hand in training and coaching documentations in time to manage and report training progressTraining courses development such as new product/new system, soft skills training materials Communicate/discover training needs, develop the training scheduleClass management and keep close cooperation with service teams to continuously output qualified employees in line with the job requirements for the teamConduct training satisfaction surveys, get feedback from the trainees and analyze improvements and opportunitiesAbility to work as part of a team or individually, with initiativeComplete other tasks and other training projects assigned by training supervisor

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-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