Contact Centre Manager: People, Performance & Growth

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

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.