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Team Lead

2 months ago

Singapore DHL SUPPLY CHAIN SINGAPORE PTE. LTD. Full time
Job Title: Team Lead, Contact Centre Services

At DHL SUPPLY CHAIN SINGAPORE PTE. LTD., we are seeking a highly skilled and experienced Team Lead to join our Contact Centre Services team. As a Team Lead, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.

Key Responsibilities:
  • Conduct regular audits of team performance to ensure compliance with guidelines and service level agreements.
  • Coordinate with business units and stakeholders to resolve customer inquiries and issues.
  • Escalate complex issues to management and provide coaching and mentoring to team members.
  • Ensure timely printing and mailing of marketing materials and daily SMS notifications.
  • Monitor and analyze customer interactions through CRM systems and call recordings.
  • Conduct system, hardware, and hotline testing to ensure optimal performance.
  • Provide regular performance feedback and coaching to team members.
  • Manage staffing and leave matters to ensure adequate coverage.
  • Monitor and report on key performance indicators to ensure service excellence.
Requirements:
  • Diploma in any discipline.
  • At least two years of supervisory experience in a customer service or contact centre environment.
  • Excellent communication, interpersonal, and management skills.
  • Ability to communicate effectively in multiple languages.
  • Proficient in MS Office applications, including Word, Excel, and PowerPoint.
  • Strong presentation and verbal communication skills.
  • Self-motivated and able to work independently.
What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced leader looking for a new challenge, please submit your application.