Trainer, Contact Centre Services

7 days 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 post-learning 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, e-learning, role-plays 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 (half-day) 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
- Self-motivated & 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

  • Client Service Manager, Contact Centre

    1 week ago

    North-East Singapore DHL Supply Chain Full time

    **About us** 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...

  • Contact Centre Services Manager

    2 weeks ago

    Singapore DHL Full time

    **About us**: 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...

  • Contact Centre Services Manager

    6 days ago

    Singapore DHL Supply Chain Full time

    **About us** 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...

  • Contact Centre Services Manager

    5 days ago

    Singapore DHL Full time

    **About us**: 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...

  • Head of Operations

    1 week ago

    Singapore TELE-CENTRE SERVICES PTE LTD Full time

    **The Head of Operations will lead a team of Client Services Managers and Team managers in delivering professional and consistently high quality service and great customer contact experience through a variety of customer contact channels.** **Reporting to the Managing Director, this role includes line responsibility for both in-house and outsource teams,...

  • Call Centre Trainer

    6 days ago

    Singapore Tele-centre Services Pte Ltd Full time

    Join us as a Trainer where you will lead training sessions and ensure quality standards for our customer service team. If you are passionate about enhancing service excellence and driving continuous improvement, we welcome your expertise. - Conduct training for new staff on product knowledge. - Align, review and improvise on internal quality standards and...

  • Call Centre Trainer

    7 days ago

    North-East Singapore DHL Supply Chain Full time

    **Responsibilities** - Plan, conduct, coordinate and implement a comprehensive training program for staff. Training components will be geared toward new hires and existing staff. - Report individual call agents' progress and identify additional training needs. - Work with stakeholder for alignment on learning materials to keep it updated. - Work closely with...

  • L&d Manager, Contact Centre

    1 week ago

    North-East Singapore DHL Supply Chain Full time

    **About us** 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...

  • Police Contact Tactics Trainer

    2 weeks ago

    Singapore NTUC LearningHub Full time

    COMPANY DESCRIPTION NTUC LearningHub (LHUB) was corporatised on 1 August 2004. Initially set up in 1982 as the NTUC Computer Training Centre, a division under the Skills Development Department of the NTUC Administration and Research Unit, the organisation has evolved to meet the burgeoning training needs of Singaporeans to continuously keep pace with the...

  • Contact Centre Executive

    3 days ago

    North-East Singapore PERSOLKELLY Full time

    We are looking for a dynamic and customer-oriented Contact Centre Executive to join our team. As a Resume Enhancer, you will be responsible for providing exceptional customer service and support through various communication channels. Your role will involve handling inquiries, resolving issues, and ensuring customer satisfaction. In addition, you will have...

  • Executive, Contact Centre

    7 days ago

    Singapore National Skin Centre(S) Pte Ltd Full time

    -Family Group: Administration **CHALLENGES** You will assist the department Manager/HOD in the development and management of the Contact Centre. You will be involved in resource planning and staff management to ensure efficient deployment of staff. You will also review, improve and streamline workflow processes to ensure Contact Centre operates at optimal...

  • Customer Advisor

    1 week ago

    Singapore JJ Consulting Services Full time

    Our client is a global and established Multinational Company, who is seeking to recruit a Customer Advisor (Contact Centre). This position is based in Singapore. **Customer Advisor (Contact Centre)** Reporting to the Customer Service Supervisor in our Contact Centre, you should confidently and knowledgeably provide the full suite of Company customer...

  • Customer Advisor

    17 hours ago

    Singapore JJ Consulting Services Full time

    Our client is a global and established Multinational Company, who is seeking to recruit a Customer Advisor (Contact Centre). This position is based in Singapore. **Customer Advisor (Contact Centre)** Reporting to the Customer Service Supervisor in our Contact Centre, you should confidently and knowledgeably provide the full suite of Company customer...

  • Team Manager, Contact Centre

    7 days ago

    North-East Singapore DHL Supply Chain Full time

    **Responsibilities** - Conduct monthly auditing on team’s calls in accordance to guidelines and SLA - Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries - Escalate the issues, needs and insights to Management when necessary - Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP - Conduct...

  • Contact Centre Services Agent

    1 week ago

    Singapore DHL Full time

    COMPANY DESCRIPTION DHL Contact Centre Services (CCS), formerly known as the Logistics Customer Service Centre (LCSC), is DHL Supply Chain Singapore’s award-winning contact centre that provides solutions and services to the Singapore Government and global technology companies. DESIGNATION : [DHL Supply Chain] Contact Centre Services...

  • Sr Executive, Contact Centre

    7 days ago

    Singapore National Skin Centre(S) Pte Ltd Full time

    -Family Group: Administration **Responsibilities**: You will assist the department Manager/HOD in the development and management of the Contact Centre. You will be involved in resource planning and staff management to ensure efficient deployment of staff. You will also review, improve and streamline workflow processes to ensure Contact Centre operates at...

  • Contact Centre Lead

    17 hours ago

    Singapore ZENTACT SYSTEMS PTE. LTD. Full time

    **Role: Contact Centre Lead** **Location: Singapore** **Client: IT Services (Govt Project)** **Duration: Permanent **Responsibilities**: - Support the day-to-day Contact Centre operations for GovTech Operation Centre - **Oversee and monitor performance of customer service officers to ensure service levels are met**: - Handle complaints/ feedback and...

  • Contact Centre Strategist

    2 days ago

    Singapore Private Advertiser Full time

    Contact Centre Project ManagerWe are seeking a highly skilled Contact Centre Project Manager to lead our team and drive the performance of our contact centre. The successful candidate will have a strong background in contact centre operations, with at least five years of experience handling government projects in an operational or project management...

  • Contact Centre Executive

    17 hours ago

    Singapore 5 STONES HRM PTE. LTD. Full time

    You will be required to: - Attend to enquiries on various fronts, effectively maintaining our Contact Centre's high level of accessibility - Empathize with customers, and offer clear and relevant advice - Provide policy recommendations and refer customers to client advisers for more comprehensive explanations - Perform post-case administration for future...

  • Call Centre Trainer

    2 days ago

    Singapore TELE-CENTRE SERVICES PTE LTD Full time

    Roles & ResponsibilitiesJob Description:Conduct training for new staff on the product knowledge. Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives. Align, review and improvise on internal quality standards and procedures. Conduct...