Customer Experience Team Lead, Contact Centre

Joinimagine; Singapore; On-site; SGD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Career growth

Professional development

Job summary

DHL Supply Chain in Singapore is seeking a proactive Team Manager to oversee daily contact centre operations and drive service excellence. You will coach teams, plan workloads, and manage escalations to ensure customer satisfaction.

We value strong leadership, clear communication, and hands-on experience with CRM and contact centre technologies. This role offers growth within a global logistics leader and a competitive package.

Qualifications

• Diploma qualification or higher.
• Minimum 2 years of relevant experience as a Team Manager in a contact centre or related customer service environment.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written communication skills.
• Hands-on experience with contact centre technologies and CRM systems.
• Ability to work in a fast-paced environment while maintaining high service standards.

Responsibilities

• Oversee daily contact centre operations and coach high-performing teams.
• Lead workforce planning, leave management, scheduling, and employee engagement initiatives.
• Monitor KPIs, conduct quality assessments, and implement coaching for service excellence.
• Manage CRM cases, call centre systems, and ensure operational readiness.
• Handle complex customer cases and escalations with timely resolutions.
• Identify opportunities for continuous improvement through reviews and root-cause analysis.
• Prepare and present reports, insights, and recommendations to stakeholders.
• Analyze performance trends and provide actionable recommendations.

Skills

Leadership

Coaching

People management

Verbal communication

Written communication

Problem solving

Education

Diploma or higher

Tools

Contact centre technologies

CRM systems

Job description

DHL Supply Chain in Singapore is seeking a proactive Team Manager to oversee daily contact centre operations and drive service excellence. You will coach teams, plan workloads, and manage escalations to ensure customer satisfaction.

We value strong leadership, clear communication, and hands-on experience with CRM and contact centre technologies. This role offers growth within a global logistics leader and a competitive package.