Trainer – Learning & Development

About the role

DHL Supply Chain is seeking an experienced Trainer to design, deliver, and evaluate learning programs for our contact centre teams. You will shape training strategies that enhance employee performance and support our logistics operations.

Key responsibilities

• Build and execute learning strategies and training programs.
• Evaluate training needs for individuals, teams, and the organization.
• Translate requirements into classroom or online courses using diverse methods.
• Implement learning methods such as on‑the‑job training, e‑learning, and simulations.
• Assess training effectiveness and ensure skill transfer to daily work.
• Report progress and maintain up‑to‑date content in the knowledge portal.
• Collaborate with stakeholders to keep training materials current and user‑friendly, promoting First Call Resolution and Customer Satisfaction.

Required profile

• Minimum 5 years of training or quality assurance experience in a contact centre, including at least 2 years in a managerial role.
• At least 3 years of direct training experience in a customer service environment.
• Proven ability to develop and deliver programs for new hires, existing staff, and upskilling initiatives.
• Deep knowledge of contact centre operations, best practices, and industry standards.
• Understanding of relevant government policies and procedures.
• Strong proficiency in instructional design and adult learning principles.

Required skills

• Instructional design
• E‑learning development
• Simulation‑based training
• Knowledge‑portal management
• Train‑the‑trainer methodology

What we offer

• Opportunities for personal and professional growth within a global logistics leader.
• Inclusive workplace that values diversity and promotes equality.