Assistant Manager, Contact Centre (contract)

DHL Germany; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

DHL Germany is seeking a skilled leader to manage and develop team leaders and agents in their contact center division. The successful candidate will have a minimum of four years of project management experience and will ensure optimal service delivery through effective communication and continuous improvement. The role promotes a culture of diversity and inclusion, welcoming applicants from all backgrounds. This position offers a significant opportunity for professional growth within a leading global logistics provider.

Qualifications

• Minimum Degree in any discipline.
• At least four years of experience in managing projects including call center management.
• Good knowledge of contact center industry best practices.

Responsibilities

• Provide leadership, development and coaching of Team Leaders and Agents.
• Ensure effective communication and embed a performance culture.
• Contribute to the design and implementation of change requests impacting the contact centre.

Skills

Leadership

Communication

Planning

Management

Customer-oriented outlook

Education

Degree in any discipline

Tools

COPC certification

Job description

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 Team Leaders 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 Team Leaders 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.
• 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

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 the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.
We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.