YOUR TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMER
Would you like to become part of the world's most international company
A company that pioneered cross-border express delivery in 1969 and it now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide And the more people we connect, the better life will be on our planet. Do you want to make a difference Then come to our Insanely Centric Team and become a Certified International Specialist!
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:
- Upselling
- Team's productivity
- To manage, operate and comply to the DHL Center of Excellence standard.
- Drive 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.
- Drive, create and lead a highly motivated team and embedded the 4 focus attributes i.e. Can Do, Passion, Right First Time and Speed.
- To 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
- 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.
- Regional Office and Subfunction Managers
- Support, collaborate and drive any initiatives/campaign for the country
- 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
- 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.
- 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
- Maximising Revenue Generating Opportunities
- 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
- 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 and responsible tasks Then apply now!
We look forward to receiving your application!
