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 in other languages may be required as 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.
