Ambitious Contact Centre Leader

9 hours ago

Singapore beBeeAmbitious Full time $4,000 - $6,000
Job Title

Ambitious Contact Centre Leader.


Job Description

We are seeking a dynamic and experienced contact centre leader to oversee the delivery of exceptional customer service. As an accomplished team lead, you will be responsible for managing a team of professionals in a fast-paced contact centre environment.

Responsibilities:
  • Oversee staffing needs and manage leave requests effectively.
  • Conduct monthly coaching and mentoring sessions to enhance staff performance.
  • Ensure that service outcomes and key performance indicators (KPIs) are consistently met.
  • Monitor the call management system, including retrieval and investigation of call recordings.
  • Handle first and second level escalation cases through designated email channels and the Clear Call Team Inbox.
  • Act as a point of contact for escalations and provide support through the Control Tower and the Quality Service Manager Hotline.
  • Provide regular updates on service levels and open cases, while managing meal break arrangements and ensuring staff are placed on rotating shifts, including weekends and public holidays.
  • Utilize strong knowledge of policies and processes to enhance service delivery.
  • Conduct monthly audits of team calls in line with established guidelines and service level agreements (SLAs).
  • Collaborate with business units and stakeholders to address and resolve cases, requests, or inquiries.
  • Proactively escalate issues, needs, and insights to management as necessary.
  • Ensure timely printing and mailing of materials and sending of daily SMS in accordance with standard operating procedures (SOP).
  • Monitor case management within the CRM system, retrieve call recordings, and provide coaching as needed.
  • Conduct testing of systems, hardware, hotlines, and recording functionalities to ensure optimal performance.
  • Periodically review past calls to draw insights and improve service delivery.

Requirements

To succeed in this role, you should have at least a diploma or completed and passed the GCE 'A' level with two (2) AO and two (2) A passes with at least two (2) years of supervisory experience in a customer service/contact centre environment.

Key skills include proficiency in MS Word, MS Excel, and MS PowerPoint, along with good verbal and written presentation skills. Self-motivation and ability to work independently are also essential. Additionally, computer literacy with good supervisory, communication, interpersonal, and management skills is required.

You will be comfortable communicating in Mandarin, Malay, or Tamil, as you will need to front escalation/cases predominantly from members of the public. You must also be able to work rotating shifts, including Saturdays, Sundays, and public holidays, in accordance with Hotline Operating Hours.

Diversity, Inclusion, and Equality

At DHL Supply Chain, we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on principles of equality, respect, and belonging, where every team member is valued and empowered. We actively encourage individuals from all walks of life to apply for positions with us, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.
Benefits

This is an excellent opportunity to join a dynamic team and contribute to the success of our business. As a contact centre leader, you will have the chance to develop your skills and expertise while making a real difference to our customers and colleagues alike. We offer a competitive salary and benefits package, along with opportunities for career advancement and professional growth.

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