Contact Centre Manager

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

Job summary

DHL Supply Chain in Singapore is seeking a capable Contact Centre Leader to guide and develop a team of Assistant Managers, Team Leaders, QAs, Trainers and Agents. You will drive engagement, ensure delivery against SLAs, and lead continuous improvement initiatives across our contact centre operations.

The role demands five years plus of relevant experience, COPC certification, and strong people leadership, communication and project management skills.

Qualifications

• Minimum degree in any discipline.
• Five or more years of experience in managing projects of similar domain, including call centre management.
• Good knowledge of contact centre industry best practices.
• Strong supervisory, communication, interpersonal and project management skills.
• Possess 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 and foster a connected, inclusive workplace.
• Support performance improvement and succession planning for the team.
• Collaborate with HR and Recruitment on staffing and selection of roles.
• Conduct regular audits and training to embed development within the team.
• Contribute to change requests impacting the contact centre.
• Ensure clear communication, gather customer insights, and enhance customer experience.
• Establish a performance culture with targets, SLAs and KPIs.
• Identify best practices and drive continuous improvement.
• Maintain open communication across the business to enable root cause analysis.

Skills

Leadership

People management

Communication

Interpersonal skills

Project management

Education

Bachelor's degree

Tools

COPC certification

Job description

About Us

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

About Us

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday.

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.