Team Lead, Contact Centre (up to 5.5 months contract)

DHL Germany; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A global logistics company in Singapore seeks a supervisor for their customer service team. The role involves auditing calls, coordinating with stakeholders, and managing staffing. Candidates should have a diploma and at least two years of experience in a customer service environment. Strong communication and interpersonal skills, along with proficiency in MS Office, are essential.

Qualifications

• At least two years of supervisory experience in a customer service/contact centre environment.
• Comfortable communicating in other languages is a plus.
• Self-motivated and ability to work independently.

Responsibilities

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

Skills

Supervisory skills

Communication skills

Interpersonal skills

Management skills

Computer literacy

Education

Diploma in any discipline

Tools

MS Word

MS Excel

MS PowerPoint

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

• 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.