Team lead, ccs

3 weeks ago


Singapore This Is An IT Support Group Full time

About UsAt 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 every day.
ResponsibilitiesConduct monthly auditing on team’s calls in accordance to guidelines and SLA
Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
Escalate the issues, needs and insights to Management when necessary
Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
Conduct systems, hardware, hotlines and recording testing
Conduct monthly staff performance coaching and mentoring
Manage staffing and leave matters
Ensure service outcome and KPIs are met
Provide shifts updates on service level, draw insights by periodically reviewing past calls
RequirementsDiploma in any discipline
At least two years of supervisory experience in a customer service/contact centre environment
Computer literate with good supervisory, communication, interpersonal and management skills
Comfortable communicating in other languages may be required as the incumbent will need to front escalation/cases predominantly from members of the public
Proficient in MS Word, MS Excel, and MS Power Point
Good verbal and written presentation skills
Self-motivated and ability to work independently#J-18808-Ljbffr



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