Trainning & Development Executive (Remote)
2 days ago
**About the company**
The Swim Starter is committed to equipping all children with the ability to swim to safety at all times. The Swim Starter has grown with the times, and we are looking for capable and passionate individuals like you to help grow the company further. Begin your journey with us today.
**CSO Management**
A. Re-education and upkeep of Resources
- Understanding changes in operational arms
- Compiling resources (Onboarding and Retraining)
- Update and upkeep resources
- Hold regular re-training course
- Hold regular re-training tests
- Communicate with CSOs regularly on changes and updates
B. CSO onboarding & hiring process
- Highlight when manpower is necessary
- Liaison between HR for requirements and scope
- Interview and selection involvement
- Onboarding (adding new hires to necessary platforms and providing them access)
- Training
C. CSO manpower allocation
- Scheduling
- Task assignment
- Resource assignment
- Leave management
- Crisis/ Business Continuity Execution
D. Audit
- Service Level Agreement maintenance
- Ensure quality of service via penalty or reward system
- Keep track of penalty and reward
- Provide insights on CSO individual KPI and personal growth
E. Development
- Create clear Standard Operating Procedures in writing for CSO operations
- Highlight ground problems CSO face
- Provide solutions for problems involving Customer Acquisition, Success, and Loyalty/Retention from CSO perspective
- Initiate development work to smoothen SOP
F. Incident Management
- Handle escalations & incidents (Customer Service Escalations)
- Write up reports when complaints about CSO are brought up
- Assist in Customer Complaints with regards to Coaches by liaising with Head Coach
**Plan for this role**
- Working with current Supervisors on the operations for Fixed, Variable and Indonesia
- Creating resources
- Purge the current Supervisors+CSO
- Hire more CSOs + run new onboarding flow
- Re-train current CSOs
- Appoint new Supervisors
- Work on refresher course
- Work on FT Education
- Provide resources
- Source for programs/trainings
**Requirement**: Able to speak and write fluent English and Bahasa Indonesia
**Working Arrangement**
Thursday to Monday (10.00am to 7.00pm SGT)
Remuneration: IDR 6,500,000/month
**Salary**: Rp6,500,000 per month
**Experience**:
- Managerial: 3 years (preferred)
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