Customer Service Training and Development Manager

About the Role

Join DHL Express, a global leader in cross-border express delivery operating in over 220 countries and territories. This role supports the company's mission to connect people worldwide by driving service excellence and improving customer satisfaction through strategic training and development within the Customer Service (CS) department.

Key Responsibilities

• Ensure that CS team members have up-to-date skills and competencies to deliver exceptional service standards.
• Collaborate with section managers to coach and elevate customer service staff capabilities.
• Assist in quality administration, ongoing monitoring, and conducting audits to maintain service and Center of Excellence objectives.
• Partner with management on career planning initiatives for CS personnel.
• Implement regional projects and process improvements in coordination with regional office managers and functional leads.
• Deploy and manage a Mystery Shopper program to assess and benchmark service quality.
• Analyze service incidents to identify process gaps and improve customer experience across related departments.
• Define and optimize training evaluation methods and post-training coaching strategies.
• Collaborate cross-functionally to enhance service quality using customer feedback channels such as VOICE.
• Plan external training initiatives with HR as needed.
• Conduct skills assessments and verify competencies through testing.
• Manage workforce scheduling tools to optimize staffing and reduce overtime while ensuring full coverage.
• Design, develop, and deliver comprehensive internal training programs, including Train-the-Trainer modules for managers and supervisors.
• Evaluate the success of training interventions through data analysis and post-implementation reviews.
• Establish performance metrics to identify training needs and maintain training records meticulously.
• Lead CS analysts and evaluate external training providers for quality and relevance.
• Monitor customer contact quality via scheduled call monitoring and service audits.
• Coordinate onboarding training sessions for new frontline CS recruits annually.
• Prepare annual CS Training and Development plans aligned with business objectives and monitor budget compliance.
• Conduct benchmarking exercises to incorporate best practices and propose business cases for new initiatives.
• Drive corrective and preventive actions to continuously improve service quality.
• Maintain a comprehensive employee training database and ensure documentation of work procedures is current and accurate.

Required Skills and Qualifications

• Excellent presentation and facilitation abilities.
• Strong customer interaction and communication skills, both oral and written.
• Proficient with standard office software including Word, Excel, and PowerPoint.
• Good working knowledge of Customer Contact Centre systems such as ACD, PABX, CRM, CTI, IVR, Workforce Management, and Quality Monitoring tools.
• Preferable experience with MS Power tools and DHL proprietary systems.
• Strong negotiation, interpersonal, leadership, analytical, organizational, motivational, project management, and people management skills.

What We Offer

• Robust career growth opportunities within an international organization.
• Supportive work culture and collaborative colleagues.
• Diverse employee benefits program.

Additional Information

This position is based onsite in Al Khobar, Eastern Province, Saudi Arabia. It demands a commitment to quality and customer centricity, aligned with DHL's global standards. Prospective candidates looking for a challenging and varied role that contributes to improving lives through exceptional service are encouraged to apply.