Manager, Contact Centre

DHL Supply Chain Singapore Pte Ltd; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading company in logistics is seeking a dedicated Contact Centre Manager to provide leadership and development for a diverse team. The ideal candidate will have substantial experience in call center management, focusing on employee engagement and performance improvement. This role involves overseeing recruitment, training, and ensuring service excellence while fostering an inclusive workplace culture. The company values diversity and is committed to creating an environment where every employee feels valued and empowered.

Qualifications

• Minimum 4 years of experience in managing projects in call center management.
• Good knowledge of contact center industry best practices.

Responsibilities

• Provide leadership and coaching for Assistant Managers and Team Leaders.
• Drive employee engagement and foster a supportive workplace.
• Ensure service targets and KPIs are consistently met.

Skills

Leadership

Employee Engagement

Communication

Supervisory Skills

Planning

Education

Degree in any discipline

Tools

COPC Certification

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 four (4) 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, planning, management and communication 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

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.