CS Training & Development Manager

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

Overall Role Purpose

Drive and facilitate the achievement of service excellence via the adoption of best demonstrated practices through improvement programmes and identify process gaps to create a more seamless operations whilst managing counselling and coaching activities aimed at reinforcing strengths and bridging weaknesses in the different sections of the CS Dept.

Your Tasks:

Customer Service Senior Management (CS Section Managers)

• Ensure relevant skills and competencies in each customer service section are up to date and CS personnel are effectively trained to an acceptable standard to achieve service excellence.
• Work with the CS Section managers to provide coaching and training to customer service staff with the objective of upgrading their skills level
• Assist the CS Section managers in the administration and monitoring of the quality.
• Support in conducting audits in the function to ensure the achievement and maintenance of service quality and Centre of excellence (COE) objectives.
• Work closely with the CS Manager and CS Section managers on career progression planning for CS personnel.
  
  
  

Regional Office and Subfunction Managers

• Work closely with RO’s Customer Service & Support Manager to implement regionally driven projects and initiatives in the country and identify areas or processes for service improvement and recommend specific CS-related improvement actions.
• Collaborate with RO to deploy a Mystery Shopper programme to drive Service Excellence based on independent assessments of service quality and benchmark against competitor performance in areas of the service delivery.
• Ensure the analysis of service incidents and failures is carried out to surface trends in service gaps and process weaknesses in the Customer Service Dept or other interfacing functional departments (e.g. Hub, Gateway, Network, Contractors, etc.) that may impact service excellence
• Work closely with CS Functional managers and supervisors to define post-training evaluation and coaching techniques to gauge training effectiveness, recommend changes where appropriate and identify strengths for reinforcement and weaknesses for further training.
• Collaborate with RO, First Choice & Cross Functional team to improve customer experience with the feedback received through different channels i.e. VOICE. Derive efficiency initiatives through feedbacks received from customers.
• Work with HR T&D Manager to ensure appropriate external programs are planned for CS.
  
  
  

Training & Development Function

• Conduct skills verification (tests) to ensure that relevant CS skills and competencies are current and effectively trained.
• Ensure effective use of Workforce Management tool to produce and manage rosters, that provide optimum resources to cater to the incoming call volumes, ensure 24 hour cover including public holidays, annual leave, pending off, etc. and reduce / manage overtime down to a minimum without compromising the service promise.
• Plan, design and develop training programs and materials (including Train-the-Trainer Training for CS Managers/Supervisors) or source external training to support outstanding Customer Service standards.
• Ensure post-implementation review of processes and analysis of data is carried out to gauge – where applicable and feasible – the effectiveness of implemented programs.
• Develop appropriate performance metrics for the evaluation of customer contact skills and competencies, which will facilitate the identification of CS-related training needs gaps.
• Develop, maintain and update a comprehensive and effective internal training programme aligned to the CS department’s and company’s training objectives
• Lead and provide clear objectives for the CS analyst in assigned tasks to facilitate the achievement of CSD departmental goals
• Evaluate external training consultants on appropriate training for CS staff
• Perform scheduled call monitoring and service audits to (via various contact media in the Customer Contact Centre) that CS personnel are continually working towards delighting customers through consistent and excellent service standards.
• Coordinate and roll-out a specified number of CS Frontline Training for new recruits yearly
  
  
  

Strategic Planning for Customer Service Development and Budget Compliance

• Prepare the CS Training and Development Plan per AOP requirements and ensure the training and development needs of CS personnel reflect business imperatives.
• Ensure that budgeted training man-days are met in accordance with overall organisation plan and schedule
• Identify benchmarking exercises against competitor / cross-industry / network customer contact centres for CS Analyst to carry out such exercises to surface best demonstrated practices and explore the viability of implementing these with a cost-benefit analysis and a business case justification.
• Implementation of corrective and preventive actions to pre-empt recurrence in line with the focus on achievement of service excellence to customers.
  
  
  

Information Management

• Guide on the construction of a database on employee training for the CS department and ensure that training records are maintained and updated promptly with a monthly summary report submitted to the CS Manager.
• Ensure that CS Analyst maintain and update documented work procedures and instructions to reflect the latest and accurate information and that current practice reflect specified procedures.
  
  
  

Your Profile:

• Presentation skills (excellent)
• Facilitation and training skills (excellent)
• Customer-facing and interaction skills (excellent)
• Software skills (Word, Excel, PowerPoint, etc.) (excellent)
• Software skills (Customer Contact Centre systems, e.g. ACD, PABX, CRM, CTI, IVR, Workforce Management Systems, Quality Monitoring Systems, etc.) (good working knowledge)
• Software skills (MS Power tools, DHL Systems) (preferable)
• Communication skills, spoken and written (excellent)
• Negotiation and interpersonal skills (excellent)
• Leadership skills (excellent)
• Analytical, organizational and motivational skills (excellent)
• Project Management skills (excellent)
• People Management skills (excellent)
  
  
  

Our Offer:

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit programm.
  
  
  

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!