Team Manager, Contact Centre Services

DPDHL; Singapore; Vor Ort; SGD 60.000 - 90.000; Vollzeit

Zusammenfassung

DHL Supply Chain in Singapore is seeking a Team Manager to oversee daily contact centre operations and coach high‑performing teams. You will drive service excellence, monitor KPIs, and manage call centre systems and CRM case handling to ensure swift, quality resolutions.

You will collaborate with stakeholders, schedule shifts, and implement improvements to enhance customer experiences while maintaining high service standards in a fast-paced environment.

Qualifikationen

• 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.

Aufgaben

• 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, preparing reports, and providing actionable recommendations to drive service improvements.

Kenntnisse

Team management

Leadership

Communication

CRM systems

Contact centre tech

Stakeholder management

Ausbildung

Diploma or higher

Jobbeschreibung

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.