Contact Centre Leader: Elevate Service & Team Performance

DHL Group; Singapore; Vor Ort; SGD 70.000 - 110.000; Vollzeit

Zusammenfassung

DHL Group in Singapore is seeking a capable contact centre leader to oversee a team of Assistant Managers, Team Leaders, QAs, Trainers and Agents. You will coach, develop and engage staff, and partner with HR to drive recruitment and ensure smooth operations, quality, and customer focus.

You will foster a high-performance culture, ensure service targets, KPIs and COPC standards are met, and drive continuous improvement across processes, systems and training to deliver an outstanding customer

Qualifikationen

• Minimum degree in any discipline.
• At least five years of experience in managing projects in a call centre or similar domain.
• Knowledge of COPC certification or equivalent.
• Strong supervisory and stakeholder management skills.

Aufgaben

• Provide leadership 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 deeply about their work.
• Work with HR and Recruitment to drive the recruitment & selection of staff.
• Work with QAs and trainers to carry out regular audits and develop a culture of training and development.

Kenntnisse

Leadership

Communication

Interpersonal skills

Project management

Ausbildung

Bachelor's degree

Jobbeschreibung

DHL Group in Singapore is seeking a capable contact centre leader to oversee a team of Assistant Managers, Team Leaders, QAs, Trainers and Agents. You will coach, develop and engage staff, and partner with HR to drive recruitment and ensure smooth operations, quality, and customer focus.

You will foster a high-performance culture, ensure service targets, KPIs and COPC standards are met, and drive continuous improvement across processes, systems and training to deliver an outstanding customer