Contact Center Team Lead — Drive Service Excellence

DHL; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

DHL Supply Chain in Singapore is seeking a Team Manager to oversee daily contact centre operations and coach high‑performing teams. You will drive service excellence, monitor KPIs, and manage call centre systems and CRM case handling to ensure swift, quality resolutions.

You will collaborate with stakeholders, schedule shifts, and implement improvements to enhance customer experiences while maintaining high service standards in a fast-paced environment.

Qualifications

• Diploma qualification or higher.
• Minimum 2 years of relevant experience as a Team Manager in a contact centre or related customer service environment.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written communication skills.
• Hands-on experience with contact centre technologies and CRM systems.
• Ability to work in a fast-paced environment while maintaining high service standards.

Responsibilities

• Partner with internal and external stakeholders to ensure service delivery objectives, operational requirements, and customer expectations are met.
• Lead and motivate a contact centre team through workforce planning, leave management, scheduling, coaching, performance management, and employee engagement initiatives.
• Drive service excellence by monitoring KPIs, conducting quality assessments, and implementing targeted coaching initiatives.
• Manage daily operations, including call centre systems, CRM case management, and ensuring operational readiness.
• Handle complex customer cases and escalations, working closely with stakeholders to achieve timely and effective resolutions.
• Identify opportunities for continuous improvement through call reviews, root cause analysis, and process enhancements.
• Prepare and present regular reports, insights, and recommendations to relevant stakeholders.
• Analyse operational performance trends, preparing reports, and providing actionable recommendations to drive service improvements.

Skills

Team management

Leadership

Communication

CRM systems

Contact centre tech

Stakeholder management

Education

Diploma or higher

Job description

DHL Supply Chain in Singapore is seeking a Team Manager to oversee daily contact centre operations and coach high‑performing teams. You will drive service excellence, monitor KPIs, and manage call centre systems and CRM case handling to ensure swift, quality resolutions.

You will collaborate with stakeholders, schedule shifts, and implement improvements to enhance customer experiences while maintaining high service standards in a fast-paced environment.