Contact Centre Excellence Lead

DHL Supply Chain Singapore Pte Ltd; Singapore; On-site; Confidential; Full time

Job summary

DHL Supply Chain Singapore Pte Ltd is seeking a passionate Team Manager to oversee daily contact centre operations, coach high-performing teams and drive service excellence.

You will partner with internal and external stakeholders, lead workforce planning, scheduling, and performance management, and drive continuous improvement through coaching and KPI analysis. This role demands strong leadership and hands-on CRM experience in a fast-paced environment.

Qualifications

• Diploma qualification or higher.
• Minimum 2 years of relevant experience as a Team Manager in a contact centre.
• Strong leadership, coaching and people management skills.
• Excellent verbal and written communication skills.
• Hands-on experience with contact centre technologies and CRM systems.

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.
• Analyze operational performance trends, preparing reports, and providing actionable recommendations to drive service improvements.

Skills

Leadership

Coaching

People management

Verbal communication

Written communication

Fast-paced adaptability

Education

Diploma or higher

Tools

CRM systems

Contact centre technologies

Job description

DHL Supply Chain Singapore Pte Ltd is seeking a passionate Team Manager to oversee daily contact centre operations, coach high-performing teams and drive service excellence.

You will partner with internal and external stakeholders, lead workforce planning, scheduling, and performance management, and drive continuous improvement through coaching and KPI analysis. This role demands strong leadership and hands-on CRM experience in a fast-paced environment.