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Trainer & Analyst

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CompanyMyanmar DHL Limited
Industry
Logistics
No of Employees
51-100
Website
http://.
Company description

Our Company, Myanmar DHL Limited, is the global market leader in international express delivery services with offices in more than 220 countries and territories worldwide. More than 500,000 employees are dedicated to providing fast and reliable services that exceed customers’ expectations. Visit our website www.dhl.com for more information


Job description
• Handle escalation process for issues requiring immediate management attention and action.
• Support and work closely with team managers and supervisors to conduct post-training evaluation
• Assist Head of CS to fully prepare CS personnel to take on new initiatives or systems releases (new applications or enhancement releases).
• Take lead to plan, design, deploy and manage various training and development programs in Customer Service.
• Act as key trainer for induction training program and system deployment in Customer Service
• Work closely with the Head of CS to document, consolidate, validate and prioritise CS business user requirements (including enhancement requests to existing applications) for CS applications, other DHL IT systems and vendor-supplied Contact Centre applications (e.g., Avaya Systems,etc.); and participate in the documentation, evaluation, testing, training and implementation of identified applications.
• Participate in quality assurance program like, Call QA, Trace QA, Claim QA and Service Calibration in the Customer Service
• Provide recommendations for development and maintenance of a comprehensive and effective internal training programme
aligned to the CS department’s and the Company’s goals.
• Coordinate CS training program and other CS-related training in line with the CS recruitment schedule.
• Implement identified performance metrics for the evaluation of customer contact skills and competencies, which will facilitate identification of CS-related training needs.
• Coordinate an effective delivery of training and development programs by ensuring the adequacy and appropriateness of training facilities and equipment.
• Coordinate with Customer Service Supervisor in maintaining Training Record Database
• Interact with IT on technological aspects of the Contact Centre eg Avaya System and reporting, etc.
• Interact with country HR department on identifying CS-related training needs, and coordinate
• Interact with country IT department and RO CS on preparation of training materials for launch of system applications.
• Liaise with sales and marketing department to obtain advance information on upcoming marketing campaigns in order to determine call volume estimations.
• Interact with the vendors and consultants on preparation of training materials for system applications in Customer Service
• Conduct post-implementation review of processes and analysis of data to gauge – to assess corrective and preventive actions to pre-empt recurrence in line with the focus on achievement of service excellence to customers.
• Coordinate the deployment of a PCIS & NPA programme to drive Service Excellence based on independent assessments of service quality and benchmarking against competitor performance.
• Participate and contribute in cross-departmental collaboration to identify areas for service improvement covering processes or controls and recommend specific CS-related improvement actions
• Participate in quality assurance program like internal Call QA, Trace QA, Claim QA and Service Calibration in Customer Service.
• Provide recommendations for development and maintenance of a comprehensive and effective internal training program aligned to CS department and Company’s goals.
• Prepare reports on CS Frontline Training for new recruits rolled out on specific intervals.
• Collate results of the Training Needs Analysis for the CS Training and Development Plan
• Maintain and update documented work procedures and instructions ensuring that they are updated and accurate as per current practice.
• Prepare monthly summary report and build a database on employee training for the CS department to ensure training records are maintained and updated properly.
• Reports monthly training man-days to HR department.
• Coordinate with Customer Service Support Supervisor in maintaining Training Record Database
• Document, consolidate, validate and priorities CS business user requirements (including enhancement requests to existing applications) for CS applications, other DHL IT systems and vendor-supplied Contact Centre applications (e.g., Avaya Systems, etc.);
and participate in the documentation, evaluation, testing, training and implementation of identified applications.
• Analyse service incidents and failures to surface trends in service gaps and process weaknesses in the Customer Service Dept and/or other interfacing functional departments in the service delivery process (e.g. Ops, Hub, Gateway, Network, Contractors, etc.) that impact the achievement of service excellence to customers.
• Coordinate and deliver appropriate internal training aimed at positively impacting employee productivity and developing customer service skills essential for the achievement of customer service excellence.
• Coordinate and deliver appropriate internal training aimed at positively impacting employee productivity and developing customer service skills essential for the achievement of customer service excellence.
• Coordinate and deliver appropriate internal training aimed at positively impacting employee productivity and developing customer service skills essential for the achievement of customer service excellence.
• Ensure that the CS Management fully prepare CS personnel to take on the roll-out of systems releases (new applications or enhancement releases) and that the necessary skills are trained, available and deployed.
• Analyse the effectiveness and relevance of existing customer contact skills and competencies aimed at developing a comprehensive CS Training and Development Plan (per AOP requirements), that complies with the training and development needs of CS personnel.
• Provide recommendations for development and maintenance of a comprehensive and effective internal training programme aligned to the CS department’s and the Company’s goals.
• Coordinate the CS training program and other CS-related training in line with the CS recruitment schedule, (including trainer skills for CS Supervisors who conduct line-training for CS personnel).
• Implement identified performance metrics for the evaluation of customer contact skills and competencies, which will facilitate the identification of CS-related training needs gaps.
• Coordinate the effective delivery of external training for customer service staff by ensuring the adequacy and appropriateness of training facilities and equipment.
• Conduct benchmarking exercises (as assigned by the Head of CS) against competitor /cross-industry / network contact centres to identify best demonstrated practices and explore the viability of implementing these with a cost-benefit analysis and a business case justification


Desired Skills and Expertise
• Bachelor Degree
• Male/Female
• Good communication & Presentation skill (both English & local language)
• Software skills (Word, Excel, PowerPoint, etc.) (excellent)
• Negotiation and interpersonal skills (good)
• Analytical,organizational and motivational skills (excellent)
• Project Management skills (excellent)
• Minimum 3 years experience in related field


Language skills

We offer Male / Female
Salary is negotiable

Work location No.220, Insein Road, Hlaing Township, 11051
Yangon
Myanmar
State/District: Yangon Region

More information Industry: Management
Job Function: Trainer & Analyst
Employment Type: Other
Full time: YES
Job posted: 18/10/2016

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