Shopee Live Trainer - Operations (Solo)

Shopee

Surakarta

IDR 100,000,000 - 200,000,000

Job description

Department: Operations

Level: Experienced (Individual Contributor)

Location: Indonesia - Solo

The Operation teams at Shopee cover the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform to the moment the buyer receives the products. The team analyzes and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations, and Fraud.

Job Description:

Assist the New Hire administration process.
Conduct onboarding and training processes to ensure New Hires understand the material quickly and accompany them during tandem processes with buddies.
Create New/Modified/Refreshment SOP slides to facilitate understanding for Agents, QA, and Shift Leads.
Administer Post Tests to measure the understanding of Agents, QA, and Shift Leads regarding the material conveyed by the trainer.
Deliver New/Modified/Refreshment SOP to Agents, QA, and Shift Leads.
Prepare New/Modified/Refreshment SOP Training Reports as references to confirm that Agents, QA, and SL have understood the material, and report to the Policy Team and Regional Team to ensure SOP validity/onboarding.
Create Post Tests and Competency Tests as standardization for new Shopee Live employees to ensure they meet specified targets.
Conduct SOP Training and Refreshment for agents who have experienced a dedicated transfer.
Act as an arbitrator during the calibration process to ensure accurate and correct answers are obtained.
Monitor agent performance with other stakeholders.

Requirements:

Good communication, presentation, and interpersonal skills.
Proficiency in MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide.
Passion for helping agents thrive.
Fresh graduates are welcome.
Excellent time management and organizational skills.
High discipline, ownership spirit, ability to think outside the box, and find new ways to energize daily operations while maintaining motivation and a sense of entertainment.