Contact Centre Leader: Drive People & Performance

Deutsche Post; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

DHL Supply Chain in Singapore seeks a seasoned Operations Manager to lead contact centre teams, drive engagement and ensure service excellence. You will oversee recruitment, audits, training, and ongoing improvement initiatives across the team, aligning with COPC standards and company objectives.

A minimum degree and 5+ years in call centre leadership are required. The role demands strategic thinking, stakeholder communication and a passion for diverse, inclusive teams.

Qualifications

• Degree or equivalent required with overall project leadership exposure.
• Experience supervising teams in call centre or similar environments.
• Strong communication and stakeholder management skills.
• Familiarity with COPC standards or equivalent quality frameworks.

Responsibilities

• Provide leadership, development and coaching of Assistant Managers, Team Leaders, QAs, Trainers 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 Assistant Managers, Team Leaders, QAs, Trainers 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.

Skills

Supervisory

Communication

Interpersonal

Project management

Education

Minimum Degree in any discipline

Job description

DHL Supply Chain in Singapore seeks a seasoned Operations Manager to lead contact centre teams, drive engagement and ensure service excellence. You will oversee recruitment, audits, training, and ongoing improvement initiatives across the team, aligning with COPC standards and company objectives.

A minimum degree and 5+ years in call centre leadership are required. The role demands strategic thinking, stakeholder communication and a passion for diverse, inclusive teams.