Team Lead, Contact Centre (1-year contract)

DHL Supply Chain Singapore Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

DHL Supply Chain Singapore is seeking a supervisory role to manage their Contact Centre team. The successful candidate will focus on training staff, enhancing performance and service quality, and collaborating with clients and internal stakeholders to improve customer experience. The position requires strong interpersonal skills and a proven supervisory background in customer service environments.

Qualifications

• At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions.
• Ability to train the Contact Centre team on systems and programme-related information.
• Self-driven with excellent interpersonal and communication skills.

Responsibilities

• Work closely with client and vendors to prepare modular training.
• Manage the productivity, performance and service quality of the Contact Centre team.
• Train the Contact Centre team based on the provided resources.

Skills

Interpersonal skills

Communication skills

Microsoft Excel

Education

Diploma / A-Level / Degree

Job description

Responsibilities:

• Work closely with client and vendors to prepare modular training for all topics across the components.

• Assist in initial calibration to ensure knowledge retention during training.

• Generate reports, maintain dashboards, workflow update, track vendor productivity, vendor system, software and hardware requisition.

• Work closely with Operation Managers and Team Leads to ensure that they can understand and adopt the content materials.

• Work closely with the Client to manage high priority cases.

• Manage the productivity, performance and service quality of the Contact Centre team.

• Work closely with the Knowledge Management Engineer (KME) on the efficacy of call agents by updating of workflow and knowledge articles.

• Work closely on projects assigned by Client to improve customer experience.

• Train the Contact Centre team based on the provided resources. Take ownership of team results, understand developmental needs, and provide support to the team.

• Work with respective stakeholders to ensure that all information is being cascaded accurately.

• Support and guide the Contact Centre team in their proficiency and knowledge of the programme.

• Provide feedback and recommendations on service delivery.

Requirements:

• At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions

• Diploma / A-Level / Degree

• Ability to train the Contact Centre team on systems and programme-related information

• Self-driven with excellent interpersonal and communication skills

• Good communication skills in English

• Proficient in Microsoft Excel applications

• Ability to take the initiative, work independently, and accomplish tasks with minimal supervision

• Ability to work shifts, weekends, and public holidays when required

• Ability to handle difficult interactions in a professional manner

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.