Team Lead, Contact Centre Services

DHL Supply Chain Singapore Pte Ltd; Singapore; Vor Ort; Confidential; Vollzeit

Zusammenfassung

DHL Supply Chain Singapore Pte Ltd in Singapore is seeking a Team Manager to oversee a contact centre, coach staff, and drive service excellence. You will lead daily operations, monitor KPIs, handle escalations, and collaborate with stakeholders to deliver outstanding customer experiences.

The role requires a Diploma or higher and at least 2 years in team leadership within a contact centre, with strong communication and CRM experience. Shift patterns include 5-day weeks with rotating shifts.

Qualifikationen

• Diploma or higher is required.
• 2+ years of relevant experience as a Team Manager in a contact centre or similar environment.
• Strong leadership and people management skills.
• Excellent verbal and written communication abilities.
• Hands-on experience with contact centre technologies and CRM systems.

Aufgaben

• Partner with stakeholders to meet service delivery objectives and customer expectations.
• Lead and motivate a contact centre team through workforce planning, scheduling, coaching and engagement initiatives.
• Monitor KPIs, conduct quality reviews and drive targeted coaching for service improvements.
• Manage daily operations including call centre systems and CRM case management.
• Handle complex customer cases and escalations with timely resolutions.
• Identify opportunities for continuous improvement through data analysis and process enhancements.
• Prepare regular reports and insights for stakeholders.
• Analyse trends and provide actionable recommendations to improve service.

Kenntnisse

Leadership

Coaching

People management

Communication skills

CRM systems

Contact centre tech

Ausbildung

Diploma or higher

Tools

CRM software

Contact centre software

Jobbeschreibung

About the role

As a Team Manager, you will play a key role in ensuring seamless operations and delivering outstanding customer experiences in a contact centre environment. You will oversee daily operations, coach high‑performing teams, and drive service excellence.

Key responsibilities

• Partner with internal and external stakeholders to ensure service delivery objectives, operational requirements, and customer expectations are met
• Lead and motivate a contact centre team through workforce planning, leave management, scheduling, coaching, performance management, and employee engagement initiatives
• Drive service excellence by monitoring KPIs, conducting quality assessments, and implementing targeted coaching initiatives
• Manage daily operations, including call centre systems, CRM case management, and ensuring operational readiness
• Handle complex customer cases and escalations, working closely with stakeholders to achieve timely and effective resolutions
• Identify opportunities for continuous improvement through call reviews, root cause analysis, and process enhancements
• Prepare and present regular reports, insights, and recommendations to relevant stakeholders
• Analyse operational performance trends and provide actionable recommendations to drive service improvements

What We're Looking For

• Diploma qualification or higher.
• Minimum 2 years of relevant experience as a Team Manager in a contact centre or related customer service environment.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written communication skills.
• Hands‑on experience with contact centre technologies and CRM systems.
• Ability to work in a fast‑paced environment while maintaining high service standards.

Working Hours

5-day work week (including weekends and public holidays on a rostered basis)

Shift Options:

• 8:30 AM – 6:00 PM
• 2:00 PM – 12:00 AM (End/After shift transport claims provided)

Why Join Us?

• Opportunity to lead and develop a dynamic customer service team.
• Collaborative and supportive work environment.
• Exposure to operational excellence and continuous improvement initiatives.
• Competitive compensation and benefits package.
• Career growth opportunities within a leading organization.

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.