Contact Centre Services Manager

1 week ago

Singapore DHL Aero Expreso Full time
About us

At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.


Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers - helping them deliver better results everyday.

Responsibilities
  • Provide leadership, development and coaching of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
  • Drive Employee Engagement to help our employees feel connected to one another and the company, and care deploy about their work.
  • Foster a workplace that helps the team thrive.
  • Actively engage and support the development of your team to ensure better performance and succession planning.
  • Work with HR and Recruitment drive the recruitment & selection of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
  • Work with QAs and trainers to carry out regular audits, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
  • Contribute to the design and implementation of change requests which impact the contact centre.< /li>
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer
    experience.
  • Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
  • Identify and instill best practice, processes and systems and drive continuous improvement environment.
  • Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
  • Ensure service targets, SLA's and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery.
Requirements
  • Minimum Degree in any discipline
  • At least four (4) years of experience in managing projects of similar domain (including experience in call centre management), scope and scale
  • Good knowledge of contact centre industry best practices.
  • Good supervisory, planning, management and communication skills
  • Possess Customer Operations and Performance Centre ('COPC') certification or equivalent
  • Able to make or direct decisions on staffing, systems and operational needs of the Contact Centre
  • Possess a customer-oriented outlook

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