美团Training Specialist- Pakistan

Design and develop comprehensive training materials, agendas, facilitator guides, and interactive content tailored to customer service operations in GCC markets. Collaborate with superiors and stakeholders to establish a robust overseas customer service training framework aligned with Keeta’s operational and cultural standards. Lead the end-to-end process of training needs analysis, including gathering insights from performance data, audits, and agent feedback to identify knowledge or skill gaps. Deliver engaging, interactive training sessions to new hires and existing employees, covering onboarding programs, process updates, soft skills, and product knowledge as needed. Adapt delivery style and content to suit diverse audiences, ensuring comprehension across multilingual and multicultural groups. Evaluate training effectiveness through pre- and post-assessments, knowledge checks, and performance metrics, providing actionable insights to improve future training initiatives. Explore operational pain points by engaging with frontline teams through floor observations, coaching sessions, and listening activities; develop targeted training solutions to address these challenges. Regularly analyze and report on training metrics, track progress against learning objectives, and compile weekly and monthly performance summaries for management review. Ensure proper training certification process is in place, including assessments, feedback, and documentation, and verify that only certified agents move to production. Work closely with BPO training teams to monitor, support, and ensure the quality and consistency of training delivery across all sites.

1.Identify rider pain points at different business stages and design targeted online training programs. 2.Responsible for the product and content operations of new rider training, in-process reminders, and post-event education.

一、岗位职责： （1）协同业务销售团队，建立培训体系和讲师标准，搭建业务人员培养规划，推动培训体系的落地和规划的实施，提升业务团队的专业能力，助力业务目标的达成。 （2）根据业务发展需求，深入业务了解人员画像和业务痛点，并根据业务策略洞察制定培训计划并落地，对不同业务角色能定制开发培训课程，萃取并复制优秀标杆。 （3）协调团队内外培训资源，确保培训课程的丰富度以及实用性，完成课程的设计、开发、授课、追踪和结果评估。 （4）建立团队的学习能力和氛围，打造成长型的业务团队，能与业务团队紧密配合，营造建设良好的团队文化。 Responsibilities： (1) Collaborate with the sales team to establish a training system and instructor standards. Develop a talent cultivation plan for business personnel, drive the implementation of the training system and plan, and enhance the business team's professional capabilities to support goal achievement. (2) Based on business development needs, deeply analyze personnel profiles and business pain points. Insightfully formulate and execute training plans aligned with business strategy. Customize and develop training courses for different business roles, extracting and replicating best practices. (3) Coordinate internal and external training resources to ensure the richness and practicality of courses. Complete the design, development, instruction, tracking, and result evaluation of all courses. (4) Establish a strong learning capability and atmosphere within the team, fostering a growth-oriented business unit. Closely cooperate with the business team to cultivate a positive team culture.

1. Identifying pain points and problems faced by riders during the delivery process using feedback, surveys, and data analysis. Developing and implementing solutions to address these issues, drive process improvements, and optimize product features. 2. Developing and implementing training programs to address identified needs, and designing materials that support effective learning. 3. Creating and executing communication strategies that promote a positive Rider experience and ensure clear, effective communications through multiple channels such as regular rider forums, online/offline rider communities and inapp messages. 4. Plan and implement various forms of rider care and incentive activities to enhance riders' performance and experience in specific scenarios, as well as to improve courier satisfaction.