Team Lead, Contact Centre (Mandarin Speaking) - Contract

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

Job summary

A logistics and supply chain company in Singapore is seeking a supervisor to manage staffing and leave requests, oversee performance management, and ensure service outcomes and KPIs are met. The candidate should have supervisory experience in a customer service environment and must be comfortable with rotating shifts, including weekends and public holidays. Proficiency in Mandarin is essential for dealing with escalations predominantly from public members.

Qualifications

• Minimum two years of supervisory experience in a customer service or contact center environment.
• Able to work rotating shifts including weekends and public holidays.

Responsibilities

• Oversee staffing needs and manage leave requests.
• Conduct monthly coaching and mentoring sessions.
• Ensure service outcomes and KPIs are met.
• Monitor the call management system.
• Handle first and second level escalations.
• Provide frontline support for escalations.
• Manage rotation shifts and meal breaks.
• Conduct monthly audits of team calls.

Skills

Verbal and written presentation skills

Supervisory skills

Communication skills

Interpersonal skills

Management skills

Computer literacy

Proficiency in Mandarin

Education

Diploma or GCE ‘A’ level with two AO and two A passes

Tools

MS Word

MS Excel

MS PowerPoint

Job description

Responsibilities

Staffing and Leave Management: Oversee staffing needs and manage leave requests effectively.

Performance Management: Conduct monthly coaching and mentoring sessions to enhance staff performance.

Service Outcome and KPI Oversight: Ensure that service outcomes and key performance indicators (KPIs) are consistently met.

Call Management: Monitor the call management system, including retrieval and investigation of call recordings.

Escalation Management: Handle first and second level escalation cases through designated email channels and the Clear Call Team Inbox.

Frontline Support: Act as a point of contact for escalations and provide support through the Control Tower and the Quality Service Manager Hotline.

Shift Coordination: Provide regular updates on service levels and open cases, while managing meal break arrangements and ensuring staff are placed on rotating shifts, including weekends and public holidays.

Policy Knowledge: Utilize strong knowledge of NEA policies and processes to enhance service delivery.

Auditing and Compliance: Conduct monthly audits of team calls in line with established guidelines and service level agreements (SLAs).

Stakeholder Coordination: Collaborate with business units and stakeholders to address and resolve cases, requests, or inquiries.

Issue Escalation: Proactively escalate issues, needs, and insights to management as necessary.

Collateral Management: Ensure timely printing and mailing of materials and sending of daily SMS in accordance with standard operating procedures (SOP).

CRM Case Management: Monitor case management within the CRM system, retrieve call recordings, and provide coaching as needed.

Testing and Quality Assurance: Conduct testing of systems, hardware, hotlines, and recording functionalities to ensure optimal performance.

Insights Review: Periodically review past calls to draw insights and improve service delivery.

Requirements

At least a diploma or has completed and passed the GCE ‘A’ level with two (2) AO and two (2) A passes with at least two (2) years of supervisory experience in a customer service/contact centre environment.

Proficiency in MS Word, MS Excel, and MS PowerPoint.

Have good verbal and written presentation skills.

Self-motivated and ability to work independently.

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

Comfortable communicating in Mandarin as you will need to front escalation/cases predominantly from members of the public.

Able to work rotating shifts (including Sat, Sun and Public Holidays) in accordance with Hotline Operating Hours.

Commitment to Diversity and Inclusion

We take pride in fostering a workplace that celebrates diversity and promotes inclusion for all. The diverse backgrounds, perspectives, and experiences of our employees are integral to our success.

Equal opportunities are provided, creating an environment where everyone feels they truly belong.

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