Contact Centre Manager - People & Performance Leader

DHL Supply Chain; Singapore; Presencial; Confidential; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

People management

Communication

Interpersonal skills

Project management

Educación

Bachelor's degree

Herramientas

COPC certification

Descripción del empleo

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.