L&d Manager, Contact Centre

1 week ago

NorthEast 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 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** Training**
- 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 stakeholders for alignment on learning materials to keep it updated.
- Work closely with team managers to ensure training gaps are addressed.
- Conduct and facilitate various form of training - classroom, online, role plays, pop quizzes, etc.
- Devise strategies and methodologies to build up the staff and Team Leaders' skills and knowledge of Participating Agencies businesses, programmes, initiatives, schemes and services.
- Regular review of the relevance and updating of the training materials with adequate document controls and checks (audits, access control, etc.)
- Ensure trainers get certified with the essential certifications, e.g: Train-The Trainer or Advanced Certification in Training and Assessment (ACTA) etc.

**Quality Assurance**
- Support the program in managing, implementing and executing the Public Service Values and QA standards, processes.
- Ensure that any area for improvement highlighted in the audit report issued pursuant to the staff audit is communicated to the personnel concerned, and shall ensure that they would be re-trained and monitored. If deemed necessary, ensure that the highlighted area for improvement is applied to all staff as well.
- Objectively assess and provide constructive feedback on the quality of transactional handling skills of team based on pre-defined criteria.
- Hold regular briefing and calibration session (including 1:1 if required) with stakeholders to provide constructive feedback on vital areas of call quality and performance to ensure quality objectives of call centre and QA scheme are adequately communicated.
- Continuously review and fine-tune the call centre quality assurance scheme/form to ensure it meets the program directions and requirements.
- Guide the team of QAs in driving service excellence whereby any CS-related service recovery surveys should be highlighted to Team Managers immediately for coaching purposes.
- To equip all QAs with essential certifications eg: CAPA Workshop, FMEA Risk Assessment course, Leadership in a Box etc.
- Ensure timely updates on reports like QA dashboard, highlighting QA audit completion, trends to PM/stakeholders according to frequency stipulated and provide performance results of project for MBR reporting.
- Facilitate in reward programs and ensured documentations saved properly for audit purposes.

**Requirements** Requirements**:

- Diploma in any discipline
- At least 4 years of experience in a call centre environment.
- Knowledge in MSF processes and knowledge in QA standards, together with training exposure would be an advantage.
- Able to support and work with the project team/L&D to drive Training, QA and Program Objectives.
- Proficient in Excel for reporting and PowerPoint for presentation purposes.
- Self-motivated and able to work independently.
- Dedicated and able to meet tight deadlines.
- Open to feedback and additional responsibilities when assigned.
- May be required to work on Saturdays (half-day) to conduct trainings/refreshers from time to time.

Job Reference: SINCO01571

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