Trainer, Contact Centre (1-year contract)

DHL Supply Chain; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading logistics company in Singapore seeks an experienced training manager to develop and execute comprehensive training programs. The candidate should have at least five years of experience in training within a contact centre and strong skills in instructional design and communication. This role offers an opportunity to enhance staff capabilities and contribute to organizational growth.

Qualifications

• At least five years of experience in training and/or quality assurance within a contact centre.
• Demonstrated experience in developing and delivering training programs.
• Strong communication and presentation skills.

Responsibilities

• Build and execute learning strategies and training program.
• Evaluate individual and organization training needs.
• Report training progress and effectiveness.

Skills

Training program development

Quality assurance

Instructional design

Strong communication skills

Knowledge retention techniques

Job description

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)