Learning & development

5 days ago


Jakarta, Jakarta, Indonesia XL Axiata Full time

**Job Summary**
Develop and implement training programs to enhance customer service skills and knowledge, ensuring a world-class customer experience.





**Key Responsibilities**

* Assess training needs through surveys, interviews, and communication with managers and employees
* Create and present training materials, including onboarding, orientation, and skills training
* Analyze knowledge levels and ensure consistency across the customer contact center
* Develop and implement communication strategies and media campaigns
* Create training procedure manuals and course materials
* Evaluate program effectiveness and recommend improvements
* Collaborate with HR, Marketing, IT, and BPO to align training programs with organizational goals





**Requirements**

* Strong knowledge of effective learning experiences
* Experience in planning and executing large-scale learning programs
* Proven communication, interpersonal, and learning skills
* Ability to work independently or lead a team in a dynamic environment
* Bachelor's degree in communication, education, graphic design, or a relevant field
* Minimum 3 years of relevant experience and strong knowledge of learning and people development





**Competencies**

* Strategic thinking
* Active learning
* Effective communication
* English communication skills
* Customer focus
* Analytical thinking
* Collaboration
* Design thinking
* Leadership
* Building effective teams
* Business and market savvy
* Influencing and relating
* Innovation and agility



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