Senior Training & Development Lead – Contact Center

Joinimagine; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

DHL Supply Chain is seeking an experienced Learning & Development professional to lead training strategy for a busy contact center in Singapore. You will design and deliver training programs, assess effectiveness, and maintain the knowledge portal with up-to-date content.

The role emphasizes improving first-call resolution and customer satisfaction through structured learning initiatives. The ideal candidate has extensive experience in instructional design and adult learning principles, with

Qualifications

• Experience in designing and delivering training content for contact centers.
• Ability to translate requirements into classroom or online programs.
• Proven capability to assess training effectiveness and impact on staff performance.

Responsibilities

• Build and execute learning strategies and training programs.
• Evaluate training needs at individual and organizational levels.
• Translate requirements into training programs (classroom or online).
• Implement learning methods (OJT, e-learning, simulations) for knowledge retention.
• Assess training effectiveness and report progress.
• Capture new processes into the knowledge portal and keep it up-to-date.
• Promote FCR and CSAT through content improvements.

Skills

Instructional design

Adult learning

Training program development

Communication skills

Presentation skills

Train the trainer

Content synthesis

Knowledge portal

Tools

e-learning platforms

Knowledge portal

Job description

DHL Supply Chain is seeking an experienced Learning & Development professional to lead training strategy for a busy contact center in Singapore. You will design and deliver training programs, assess effectiveness, and maintain the knowledge portal with up-to-date content.

The role emphasizes improving first-call resolution and customer satisfaction through structured learning initiatives. The ideal candidate has extensive experience in instructional design and adult learning principles, with