CS Training & Development Manager📣 Job Ad

About the Role

DHL Express is seeking a CS Training & Development Manager to join our team in Al Khobar, Eastern, Saudi Arabia. This full-time role is central to driving service excellence by implementing best practices, identifying process gaps, and managing comprehensive training and coaching activities within the Customer Service Department. The ideal candidate will possess over 10 years of relevant experience in training and development, particularly within a customer service context.

Strategic Training and Development Leadership

This role involves strategic collaboration with various stakeholders to enhance customer service capabilities and drive continuous improvement. Key responsibilities include:

• Ensuring customer service personnel possess up-to-date skills and competencies, effectively trained to achieve service excellence.
• Working with CS Section Managers to provide coaching and training aimed at upgrading staff skill levels and supporting career progression planning.
• Collaborating with the Regional Office's Customer Service & Support Manager to implement regionally driven projects and initiatives, identifying areas for service improvement.
• Deploying a Mystery Shopper program in collaboration with the Regional Office to assess service quality and benchmark against competitors.
• Partnering with the HR T&D Manager to plan appropriate external training programs for Customer Service staff.
• Preparing the annual CS Training and Development Plan, ensuring alignment with business imperatives and budget compliance.

Training Program Design and Delivery

The manager is responsible for the full lifecycle of training programs, from design to evaluation, ensuring high standards of customer service. This includes:

• Conducting skills verification tests to ensure current and effectively trained CS skills and competencies.
• Planning, designing, and developing internal training programs and materials, including Train-the-Trainer for CS Managers/Supervisors, or sourcing external training.
• Developing, maintaining, and updating a comprehensive internal training program aligned with departmental and company objectives.
• Coordinating and rolling out specified frontline training for new recruits annually.
• Evaluating external training consultants to ensure appropriate training for CS staff.
• Leading and providing clear objectives for the CS Analyst in assigned tasks to facilitate departmental goal achievement.

Quality Assurance and Performance Monitoring

A critical aspect of the role is to ensure consistent service quality and identify areas for improvement through rigorous monitoring and analysis. Responsibilities include:

• Assisting CS Section Managers in the administration and monitoring of service quality.
• Supporting audits within the function to ensure the achievement and maintenance of service quality and Centre of Excellence (COE) objectives.
• Ensuring analysis of service incidents and failures to identify trends in service gaps and process weaknesses across departments.
• Defining post-training evaluation and coaching techniques with CS Functional Managers and Supervisors to gauge training effectiveness and recommend changes.
• Developing appropriate performance metrics for evaluating customer contact skills and competencies to identify training needs.
• Performing scheduled call monitoring and service audits across various contact media to ensure consistent and excellent service standards.
• Implementing corrective and preventive actions to achieve service excellence and prevent recurrence of issues.

Operational Efficiency and Workforce Management

The role contributes to operational efficiency and optimal resource allocation within the customer service department. Key tasks include:

• Ensuring effective use of the Workforce Management tool to produce and manage rosters, optimizing resources for incoming call volumes and maintaining 24-hour coverage.
• Deriving efficiency initiatives from customer feedback received through various channels.
• Identifying benchmarking exercises against competitor or cross-industry customer contact centers for the CS Analyst to carry out, exploring viability of implementing best practices.
• Collaborating with the Regional Office, First Choice, and Cross-Functional teams to improve customer experience based on feedback.

Information Management and Documentation

Accurate information management and up-to-date documentation are essential for the department's effectiveness. Responsibilities include:

• Guiding the construction of an employee training database for the CS department, ensuring training records are maintained and updated promptly.
• Ensuring the CS Analyst maintains and updates documented work procedures and instructions to reflect the latest accurate information and current practices.