Senior Team Lead Contact Centre

3 days ago


Singapore DHL Supply Chain Full time
About the Role

This is an exciting opportunity for a Senior Team Lead Contact Centre to join our team at DHL Supply Chain. As a key member of our leadership team, you will be responsible for leading and developing a high-performing team of Assistant Managers, Team Leaders, QAs, Trainers, and Agents.

The ideal candidate will have a strong background in contact centre management, with a proven track record of delivering results-driven solutions. You should also have excellent leadership and interpersonal skills, with the ability to build strong relationships with colleagues at all levels.

We are committed to creating a workplace culture that values diversity, equality, and inclusion. We welcome applications from candidates who share these values and are passionate about delivering exceptional customer service.

Key Responsibilities
  • Provide leadership, development, and coaching to Assistant Managers, Team Leaders, QAs, Trainers, and Agents.
  • Drive Employee Engagement to help employees feel connected to one another and the company.
  • Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
  • Identify and instill best practices, processes, and systems and drive a continuous improvement environment.

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
Management experience with a minimum of 100 agents
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



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