Trainer, Contact Centre Services

3 weeks ago

NorthEast Singapore DHL Full time

About us:

Company Overview:

  • At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers - helping them deliver better results everyday.


Responsibilities:

As part of the Learning & Development team, the Learning and Development (L&D) Executive/Trainer is responsible for the training & professional development of the employees of DHL for multiple clients in a Contact Center Services environment
:


Our team is responsible for both the L&D & Quality Assurance & Management (QA) of employees in the Contact Center.

This includes the full cycle of learning/training management of assigned hotlines/competencies development (including but not limited to Learning Needs Analysis [LNA] to content development/curation/creation /contextualization of training/learning programs and/or interventions, executing all the processes, roles and responsibilities related to training & development e.g. ensuring clear definitions, updates, executing, assessments, tracking & documentation) to help employees develop holistically & support quality management initiatives according to the business requirements.

The L&D Executive/Trainer will play a critical role in the day-to-day L&D activities & support within the L&D team.

This role will coordinate all L&D activities, partner with the L&D Manager, L&D Team, Team Managers, Employees, Knowledge Management Systems (KMS) Team, Global/Regional/Country L&D team, Global/Regional/Country QA team and possibly with the HR team and/or external third-party training vendors.


The R&R includes but are not limited to:

  • Support learning strategies & plans that are aligned with the business. He/she will build, conduct, coordinate & execute & evaluate relevant training programs/learning interventions for new hires & existing staff to ensure quality in staff competencies
  • Manage communication of learning calendars, employee participation across various learning/training programmes/interventions, creates & analyses evaluation scores & follow up with postlearning feedback from the employees
  • Translate requirements into training/learning programs (classroom or online) through variety learning methods/modes & ensure
  • Evaluate individual, organization & program training &; development needs. Report individual call agents'/team managers'/etc on their progress, track, document & report training progress & identify additional training/learning needs & propose new solutions to close learning gaps.
  • Assess training effectiveness to ensure incorporation of taught skills & techniques translates into key staff work behavior
  • Create/implement various learning methods (e.g. OJT, elearning, roleplays simulation etc) during training programs to achieve knowledge retention & management
  • Assist to capture new processes & information into the knowledge management portal & other internal learning channels & ensure content is updated by liaising with various stakeholders
  • Support development implementation of programmes for succession planning/ transfers etc
  • Proactively review the learning materials and/or content to continuously improve training effectiveness & user friendliness to promote FCR (First Call Resolution) & CSAT (Customer Satisfaction)
  • May be required to work on Saturday (halfday) to conduct training/refresher from time to time on a needs basis (not frequently)

Requirements:

  • At least a Diploma or equivalent
  • Possess a recognized professional training qualification (ACTA/ACLP/DACE/DDDLP) with at least two (2) years of training experience, preferably in a customer service or contact centre environment
  • Proficient in Microsoft Office suite (Microsoft Word, Excel, PowerPoint)
  • Preferably proficient in designing content using tools like Canva/ Photoshop /Microsoft Designer/Moodle/SharePoint etc
  • Have good communication skills strong in contextual/active listening, verbal & written presentation skills
  • Strong time management skills
  • Good analytical & problem solving skills
  • Good stakeholder engagement & management skills
  • Selfmotivated & able to work independently & in a diverse team
  • Highly adaptable to changes or comfortable with a fast moving environment & comfortable with ambiguity
  • Open to additional responsibilities within L&D & QA space to support new projects as assigned
  • Exposure to Learning Needs Analysis, Skills Framework Adoption, Full cycle of L&D Programme Management &/or QA management is preferred but not r

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