Contact Centre Manager

Customer Contact Centre Manager

.Manage, plan and strategize the daily contact center operations to achieve best day every day by consistently hitting 80% GOS Daily/weekly/monthly.

.To drive and create a high-performance culture through consistently hitting green KPIs for team, self and department through these activities:

oUpselling

oTeam's productivity

oTo manage, operate and comply to the DHL Center of Excellence standard.

oDrive and cultivate the Insanely Customer service centric culture through consistent side by side monitoring and effective coaching feedback in increasing the quality performance measured through VOICE and Global MSP.

oDrive, create and lead a highly motivated team and embedded the 4 focus attributes i.e. Can Do, Passion, Right First Time and Speed.

oTo be on standby afterhours and weekend for any operations emergencies.

Stakeholder Internal

• To drive, manage and collaborate with other CS functions (Customer Care, Key Accounts) in achieving consistently in performance and process management
• To support and contribute in the CS overall success for all CS KPIs

1. IT support

• To support any future IT developments and technology related
• To ensure all IT related issues are dealt with in a timely manner to ensure no/minimal disruption to the operation floor.

2. Regional Office and Subfunction Managers

• Support, collaborate and drive any initiatives/campaign for the country

3.HR Business Partners

• Liaise closely with HR to address people related matters.
• To ensure all documentations and dateline are met in a timely manner

Process

1. Planning Strategies

• Review and improve existing customer contact handling processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage.
• Participate in regional steering workgroups such as project teams and workshops, representing the country office or CS function, as assigned by the CS Senior Director.

2. Driving Customer Service Excellence

• Lead and drive customer satisfaction by providing best in class service to customers in order to gain a more competitive advantage in business

3.Maximising Revenue Generating Opportunities

4. Project development and technological advancements

• Identify enabling technologies and systems that will enhance performance, revenue generating and quality. Work with other sections to enhance customer experience and add-value (e.g. introduce self-service where applicable).
• Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes

5. Budget Compliance

• Ensure that AOP Budget for revenue generation in the CS Department is met and achieved.
• Manage and drive initiatives in the Customer Contact Centre within the approved budget

People Management

• Drive, lead and motivate team members through effective leadership with proven result through the EOS survey. Supervisors to also ensure that the Individual Development plan are completed in a timely manner and in support of making others successful.
• Develop IKOs/KPIs with team members and monitor individual performance.
• Conduct performance review and coaching.
• Prioritize and manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
• Identify training needs and opportunities to develop a highly skilled Customer Service Department.

Qualifications

YOUR PROFILE

• Customer Contact Centre Management Skills
• Software skills (DHL Systems) (preferable)
• Technical Skills (Contact centre management systems, e.g. Workforce Management Systems, Call Management Systems, Quality Monitoring Systems, etc.) (excellent)
• Analytical, organisational and motivational skills (excellent)
• Project Management skills (excellent)
• People Management skills (excellent)

MINIMUM EXPERIENCE

• 5 years of experience in a related capacity.
• 3 years of experience in an operations management capacity in a similar sized Customer Contact Centre.
• Experience in quality management system.

OUR OFFER

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit program.

Do you see a personal challenge in these versatile andresponsibletasks Then apply now!
We look forward to receiving your application!