Assistant Manager, Contact Centre (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

Operations Management:

• Oversee daily contact centre operations and ensure optimal resource allocation to meet Key Performance Indicators (KPIs) and service level agreements
• Monitor and maintain service quality standards across all customer interaction channels
• Develop and implement strategies to enhance operational efficiency and customer experience
• Manage workforce scheduling and resource planning to ensure adequate coverage

Stakeholder Management & Reporting:

• Work closely with stakeholders to achieve desired service levels and deliver positive customer experience
• Attend regular meetings with HPB and relevant stakeholders
• Prepare comprehensive performance reports and analytics for management review
• Coordinate with stakeholders on training requirements and implementation

Quality Assurance & Training:

• Conduct regular quality audit checks on Customer Care Specialists (CCS), covering account access, soft skills, knowledge management, and query resolution
• Identify gaps in Team Leaders' and CCS' proficiency and knowledge
• Design and implement training programmes based on identified needs
• Develop competency assessments, quizzes, and check-ins to ensure service quality
• Provide coaching and mentoring to team members

Process Improvement:

• Identify and propose opportunities for improvements in processes, efficiency, and service quality
• Lead continuous improvement initiatives and implement best practices
• Prepare After Action Review reports for service delivery failures and ensure resolution of identified gaps
• Develop and maintain standard operating procedures

Performance Management:

• Set, monitor, and evaluate individual and team performance metrics
• Implement performance improvement plans when necessary
• Recognise and reward high performers
• Manage employee engagement and motivation

Requirements

• At least 3 years of relevant managerial experience in contact centre, customer support and customer service functions
• Diploma / A-Level / Degree
• Strong Leadership, people management, mentoring, and coaching skills
• Excellent interpersonal skills to engage and establish rapport with internal and external stakeholders to achieve goals and objectives
• Strong knowledge in Contact Centre systems and processes
• Proficient in Microsoft office applications
• Good communication skills in English
• Proficiency in other languages/dialects may be required depending on programme requirements

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.