Contact Centre Manager

DHL SUPPLY CHAIN SINGAPORE PTE. LTD.; Singapore; On-site; Confidential; Full time

Job summary

DHL Supply Chain Singapore Pte. Ltd. is seeking an experienced operations leader to manage and coach Assistant Managers, Team Leaders, QAs, Trainers and Agents in a dynamic contact centre environment.

You will drive engagement, develop talent, implement improvements and ensure adherence to COPC and other industry best practices while delivering service targets and customer satisfaction. A minimum degree and 5+ years in contact centre leadership are required.

Qualifications

• Minimum degree in any discipline.
• 5+ years in managing projects of similar domain (including call centre management).
• Good knowledge of contact centre industry best practices.
• Supervisory, communication, interpersonal and project management skills.
• COPC certification or equivalent
• Able to make staffing and operational decisions for the contact centre.

Responsibilities

• Provide leadership, development and coaching of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
• Drive Employee Engagement to connect and care for employees and their work.
• Foster a workplace that helps the team thrive.
• Support development for better performance and succession planning.
• Collaborate with HR and Recruitment for staffing and selection.
• conduct regular audits with QAs and trainers to embed training and development.

Skills

Supervisory skills

Communication skills

Interpersonal skills

Project management

COPC certification

Staffing decisions

Education

Minimum Degree in any discipline

Job description

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.

Requirements

• Minimum Degree in any discipline
• At least five (5) 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, communication, interpersonal and project management 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
• Experience in dealing with IT requirements from a business perspective

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.