Team Manager, Contact Centre Services

Joinimagine; Singapore; On-site; SGD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Career growth

Professional development

Job summary

DHL Supply Chain in Singapore is seeking a proactive Team Manager to oversee daily contact centre operations and drive service excellence. You will coach teams, plan workloads, and manage escalations to ensure customer satisfaction.

We value strong leadership, clear communication, and hands-on experience with CRM and contact centre technologies. This role offers growth within a global logistics leader and a competitive package.

Qualifications

• 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.

Responsibilities

• Oversee daily contact centre operations and coach high-performing teams.
• Lead workforce planning, leave management, scheduling, and employee engagement initiatives.
• Monitor KPIs, conduct quality assessments, and implement coaching for service excellence.
• Manage CRM cases, call centre systems, and ensure operational readiness.
• Handle complex customer cases and escalations with timely resolutions.
• Identify opportunities for continuous improvement through reviews and root-cause analysis.
• Prepare and present reports, insights, and recommendations to stakeholders.
• Analyze performance trends and provide actionable recommendations.

Skills

Leadership

Coaching

People management

Verbal communication

Written communication

Problem solving

Education

Diploma or higher

Tools

Contact centre technologies

CRM systems

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

We are looking for a passionate and results-driven Team Manager to oversee daily contact centre operations, coach high-performing teams, and drive service excellence.

What You’ll Be Doing

As a Team Manager, you will play a key role in ensuring seamless operations and delivering outstanding customer experiences by:

• Partnering with internal and external stakeholders to ensure service delivery objectives, operational requirements, and customer expectations are met.
• Leading and motivating a contact centre team through workforce planning, leave management, scheduling, coaching, performance management, and employee engagement initiatives.
• Driving service excellence by monitoring KPIs, conducting quality assessments, and implementing targeted coaching initiatives.
• Managing daily operations, including call centre systems, CRM case management, and ensuring operational readiness.
• Handling complex customer cases and escalations, working closely with stakeholders to achieve timely and effective resolutions.
• Identifying opportunities for continuous improvement through call reviews, root cause analysis, and process enhancements.
• Preparing and presenting regular reports, insights, and recommendations to relevant stakeholders.
• Analysing operational performance trends, preparing reports, and providing actionable recommendations to drive service improvements.

Requirements

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.