CS Trainer Lead - Operations (Yogyakarta)

The Operation teams at Shopee covers 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 analyses 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:

• Define comprehensive training strategies, methodologies, and pedagogical frameworks for operations served by Business Process Outsourcing (BPO) partners


• Establish and monitor critical training KPIs and quality metrics to ensure strong alignment between training programs, daily operations, and overarching business objectives


• Develop, update, and standardize official training materials to maintain consistency across all customer service programs


• Validate all instructional content and training execution plans developed by BPO trainers prior to implementation


• Provide active coaching, mentoring, and performance evaluation for instructors to ensure compliance with strict pedagogical and content standards


• Support BPO partners in structuring onboarding schedules, planning agent training timelines, and designing targeted refresher training programs


• Monitor training execution and adherence to approved plans, evaluating the overall quality and effectiveness of training conducted by BPOs


• Analyze training data alongside operational performance metrics to identify structural knowledge gaps and execute targeted improvement plans for BPO training programs


• Will be supporting Brazil market

Requirements:

• Bachelor’s Degree in any major


• Min. 2 years of training experience within a BPO or e-commerce environment, with a proven track record in both classroom facilitation and content development


• Strong expertise in curriculum design, instructional material creation, and end-to-end training evaluation frameworks


• Advanced proficiency in digital training tools, including PowerPoint, Excel, Google Workspace, Learning Management Systems (LMS), and virtual platforms (Zoom/Google Meet)


• Professional fluency in English


• Flexibility to support and oversee training sessions during shifting schedule