Job Description

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:

At least three (3) years of relevant experience in handling contact centre cases in a call centre or service industry environment.
Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
Familiarity with government services and procedures is highly advantageous.
Excellent problem-solving and decision-making skills, with the ability to handle escalated customer enquiries and complaints effectively.
Strong leadership and interpersonal skills, with the ability to motivate and manage a team to achieve service excellence.
Posses excellent communication skills, both written and verbal.

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.