Responsibilities:
- Build and execute learning strategies and training program
- Evaluate individual (new and existing), organization and program training and development needs
- Translate requirements into trainings program (classroom or online) through variety learning methods
- Implement various learning methods (e.g. OJT, e-learning, simulation etc) during training program to achieve knowledge retention
- Assess training effectiveness to ensure incorporation of taught skills and techniques into staff work behavior
- Report training progress
- Assist to capture new processes and information into the knowledge portal.
- Maintain the content in the knowledge portal are up-to-date by liaising with various stakeholders
- Proactively review the content to improve effectiveness and user friendliness to promote FCR (First Call Resolution) and CSAT (Customer Satisfaction)
Requirements:
- At least five (5) years of experience in training and/or quality assurance within a contact centre environment, with at least two (2) years in a managerial role.
- At least 3 years experience in a training role within a contact centre or similar customer service setting
- Demonstrated experience in developing and delivering training programs and content for new hires, existing staff, and upskilling initiatives received from old and current documentation
- In-depth knowledge of contact center operations, best practices, and industry standards
- Thorough understanding of government policies and procedures relevant to the contact center's operations
- Proficiency in instructional design and adult learning principles
- Strong communication and presentation skills, with the ability to convey complex information clearly and concisely
- Expertise in utilizing various training methodologies (e.g. train the trainer) and technologies to facilitate rapid learning and knowledge retention
- Able to synthesis various new/updated programs into comprehensive training resources (e.g. presentations, handouts, e-learning module)
At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.
We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.
