Manager, Contact Centre

Borr Drilling; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading logistics company is seeking a Supply Chain Manager for their contact center operations in Singapore. This role involves leading and developing teams, ensuring high-quality service delivery, and fostering a culture of continuous improvement and employee engagement. The ideal candidate will have a strong background in call center management and a customer-oriented approach, contributing to achieving service levels and KPIs.

Qualifications

• At least four years of experience managing projects in call center management.
• Good knowledge of contact center industry's best practices.

Responsibilities

• Provide leadership, development, and coaching of team members.
• Drive employee engagement and support team development.
• Ensure service targets and quality standards are met.

Skills

Supervisory skills

Planning skills

Management skills

Communication skills

Customer-oriented outlook

Education

Minimum Degree in any discipline

Tools

Customer Operations and Performance Centre (COPC) certification

Job description

SingapurVollzeitBefristetSupply Chain Manager, Contact Centre

About us

At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent worldwide. We provide challenges and opportunities for personal and professional development. We recognize the unique contributions you bring to our business, and together we share the pride of building THE logistics company for the world.

Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in supply chain management, warehousing, distribution, value-added services, and lead logistics provider services for our customers—helping them deliver better results every day.

Responsibilities

1. Provide leadership, development, and coaching of Assistant Managers, Team Leaders, QAs, Trainers, and Agents.
2. Drive Employee Engagement to help our employees feel connected to one another and the company, and care about their work.
3. Foster a workplace that helps the team thrive.
4. Actively engage and support the development of your team to ensure better performance and succession planning.
5. Work with HR and Recruitment to drive the recruitment & selection of Assistant Managers, Team Leaders, QAs, Trainers, and Agents.
6. Collaborate with QAs and trainers to carry out regular audits, developing a culture where training and development are integral, and work with trainers to ensure skills and knowledge are effectively developed.
7. Contribute to the design and implementation of change requests impacting the contact centre.
8. Ensure effective and consistent communication throughout the team, encourage feedback and customer insights to enhance customer experience.
9. Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
10. Identify and promote best practices, processes, and systems, and drive continuous improvement.
11. Maintain open and honest communication channels across all levels to facilitate sharing and root cause analysis.
12. Ensure service targets, SLAs, and KPIs are continually reviewed and met with high quality and service standards.

Requirements

1. Minimum Degree in any discipline.
2. At least four (4) years of experience managing projects of a similar domain, including call centre management, scope, and scale.
3. Good knowledge of contact centre industry best practices.
4. Strong supervisory, planning, management, and communication skills.
5. Possession of Customer Operations and Performance Centre (COPC) certification or equivalent.
6. Ability to make or direct decisions on staffing, systems, and operational needs of the contact centre.
7. A customer-oriented outlook.

Our Commitment

At DHL Supply Chain, we take pride in fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that diverse backgrounds, perspectives, and experiences are vital to our success. Our culture is built on 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 other characteristics, to apply. We are committed to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.