Customer Support Team Lead (Data Analytics) - 1 year contract

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

Analysis and reporting

• Create regular contact centre and other analytical reports for stakeholders, highlighting key findings and recommendations for service improvements
• Analyse customer satisfaction (CSAT) scores, contact centre metrics, and customer feedback data to identify trends and improvement opportunities
• Utilise, enhance and build PowerBI dashboards and reports for CX monitoring for contact centre touchpoints

Customer recovery programme

• Manage the customer recovery programme, including follow-up calls with customers who provide low satisfaction scores
• Follow-up with line divisions on low CSAT scores and their improvement plans

Other analytics and data related projects

• Drive setup of analysis for and metrics for complain compliment ratio and related insights
• Drive data enhancement for contact centre such as reporting of aging cases and other metrics

Other collaboration and administrative tasks

• Collaborate with cross-functional teams related to analysis of CX
• Maintain documentation of analytical processes, findings, Notes of Meeting (NOM) and other data or analytics related work

Requirements

• Bachelor's degree in Analytics, Statistics, Business Administration, or related field
• Minimum of 3-5 years of experience in data analysis, preferably in a customer service environment
• Advanced proficiency in PowerBI, including DAX programming and data modelling
• Strong background in statistical analysis and data visualization with the ability to translate complex data into actionable insights
• Experience with SQL queries and database management
• Knowledge of customer satisfaction metrics and contact centre operations
• Certifications in analytics or data visualization will be desirable
• Experience with survey management systems, operational data and customer data management
• Excellent verbal and written communication skills to present analytical findings effectively
• Ability to manage multiple analytical projects and deliver results within timelines
• Ability to work effectively with various stakeholders and cross-functional teams

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.