Project Manager, Contact Centre (Contract)

DHL Germany; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

DHL Supply Chain seeks a Project Manager to act as a liaison between operations, clients, and vendors. This role involves overseeing system implementations, managing UAT processes, and collaborating with stakeholders to improve CRM systems. Ideal candidates will have a degree in IT or Project Management, with proven project management experience.

Qualifications

• Proven experience in project management within a systems or IT environment.
• Experience managing UAT processes and system implementations.
• Ability to work independently and as part of a team in a fast-paced environment.

Responsibilities

• Act as the main contact between DHL Operations, clients, and vendors.
• Assist in planning and executing system implementations such as AQM and KMS.
• Manage User Acceptance Testing (UAT) and ensure documentation is maintained.

Skills

Project Management

Stakeholder Engagement

Analytical Skills

Communication

Problem Solving

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Project Management

Tools

Amazon Connect

CRM Platforms

Job description

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 over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference 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 the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday.

Responsibilities

• Liaison Role: Act as the main point of contact between DHL Operations, clients and vendors to address and resolve existing system backlogs and ongoing technical issues related to Amazon Connect and Service Connect.

• Implementation Support: Assist in the planning and execution of upcoming system implementations, particularly focusing on the AQM (Automated Quality Management) and KMS (Knowledge Management System) projects.

• Issue Resolution: Follow up with vendors and relevant stakeholders to resolve issues pertaining to Amazon Connect and CRM, ensuring timely and effective solutions.

• Stakeholder Engagement: Collaborate with various stakeholders to support improvements and enhancements for both Amazon Connect and CRM systems.

• UAT Management: Manage and oversee all User Acceptance Testing (UAT) and system implementations, ensuring that all processes meet required standards and specifications.

• Onboarding Management: Serve as the point of contact for onboarding new hotlines and mailboxes, coordinating with stakeholders to ensure successful go-live transitions.

• Performance Monitoring: Monitor system performance post-implementation and report findings to client, vendors and stakeholders, gathering feedback to drive continuous improvement efforts.

• Documentation Maintenance: Ensure that all project documentation is accurately maintained and updated, including project charters, status reports, and user manuals, for DHL record-keeping purposes.

Requirements

• Bachelor’s degree in Information Technology, Project Management, or a related field.
• Proven experience in project management, preferably within a systems or IT environment.
• Strong understanding of Amazon Connect and Customer Relationship Management platforms.
• Excellent communication and interpersonal skills, with the ability to liaise effectively with various stakeholders.
• Strong analytical and problem-solving skills.
• Experience in managing UAT processes and system implementations.
• Ability to work independently and as part of a team in a fast-paced environment.

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.