Lead Contact Centre Team to Service Excellence

DHL Supply Chain Singapore Pte Ltd

Singapore

On-site

Confidential

Full time

10 days ago

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Job summary

DHL Supply Chain Singapore Pte Ltd in Singapore is seeking a Team Manager to oversee a contact centre, coach staff, and drive service excellence. You will lead daily operations, monitor KPIs, handle escalations, and collaborate with stakeholders to deliver outstanding customer experiences.

The role requires a Diploma or higher and at least 2 years in team leadership within a contact centre, with strong communication and CRM experience. Shift patterns include 5-day weeks with rotating shifts.

Qualifications

Diploma or higher is required.
2+ years of relevant experience as a Team Manager in a contact centre or similar environment.
Strong leadership and people management skills.
Excellent verbal and written communication abilities.
Hands-on experience with contact centre technologies and CRM systems.

Responsibilities

Partner with stakeholders to meet service delivery objectives and customer expectations.
Lead and motivate a contact centre team through workforce planning, scheduling, coaching and engagement initiatives.
Monitor KPIs, conduct quality reviews and drive targeted coaching for service improvements.
Manage daily operations including call centre systems and CRM case management.
Handle complex customer cases and escalations with timely resolutions.
Identify opportunities for continuous improvement through data analysis and process enhancements.
Prepare regular reports and insights for stakeholders.
Analyse trends and provide actionable recommendations to improve service.