Team Lead, Contact Centre (1-year contract)

DHL Supply Chain; Singapore; On-site; SGD 50,000 - 65,000; Full time

Job summary

A global logistics leader located in Singapore is looking for a Supervisor to manage a customer service team. Responsibilities include auditing calls, coordinating with stakeholders, and staff performance monitoring. Candidates should possess a diploma, with at least two years of supervisory experience in a relevant environment and proficiency in Microsoft applications. The company values diversity and inclusion, encouraging all applications.

Qualifications

• At least two years of supervisory experience in a customer service/contact center environment.
• Comfortable communicating in other languages.
• Good verbal and written presentation skills.

Responsibilities

• Conduct monthly auditing on team’s calls.
• Coordinate with stakeholders to handle cases, requests or enquiries.
• Conduct case management monitoring in CRM system.

Skills

Supervisory skills

Communication skills

Interpersonal skills

Management skills

Proficient in MS Word

Proficient in MS Excel

Proficient in MS PowerPoint

Ability to work independently

Education

Diploma in any discipline

Job description

Responsibilities

Conduct monthly auditing on team’s calls in accordance to guidelines and SLA

Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries

Escalate the issues, needs and insights to Management when necessary

Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP

Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary

Conduct systems, hardware, hotlines and recording testing

Conduct monthly staff performance coaching and mentoring

Manage staffing and leave matters

Ensure service outcome and KPIs are met

Provide shifts updates on service level, draw insights by periodically reviewing past calls

Requirements

Diploma in any discipline

At least two years of supervisory experience in a customer service/contact centre environment

Computer literate with good supervisory, communication, interpersonal and management skills

Comfortable communicating inother languages may be requiredas the incumbent will need to front escalation/cases predominantly from members of the public

Proficient in MS Word, MS Excel, and MS PowerPoint

Good verbal and written presentation skills

Self-motivated and ability to work independently

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.

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