Team Lead, Contact Centre

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

Job Description:

• Manage the performance and service quality of the CCS.
• Ensure that all CCS under TL’s supervision is well trained and ensure that CCS are providing accurate and timely responses.
• Responsible for the overall day to day case management and liaison with relevant stakeholders for further investigation and follow-up.
• Performs quality audit checks on the CCS handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP’s queries in accordance with the provided resources.
• Train CCS based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CCS are provided with accurate information.
• Take ownership of team results, understand developmental needs, and provide support to the team.
• Work with respective stakeholders to ensure that all information is being cascaded accurately.
• Monitor the arrival pattern and highlight to client in the event of any increase in queries.
• Conduct regular audits to ensure the quality of CCS appointed for the programme.
• Support and guide the CCS in their proficiency and knowledge of the programme.
• Provide assistance to CCS for complex cases and to communicate with the Ptcp/MoP whenever necessary.

Requirements

• Job Requirements:

  • Ability to train the CCS on systems and programme-related information
  • Self-driven with excellent interpersonal and communication skills
  • Good communication skills in English
  • Proficiency in other languages/dialects may be required depending on programme requirements
  • Proficient in Microsoft Excel applications
  • Ability to take the initiative, work independently, and accomplish tasks with minimal supervision
  • Ability to work shifts, weekends, and public holidays when required
  • Ability to handle difficult interactions in a professional manner

   

  Job Qualifications:

  • Must possess Diploma/A-Level/Degree
  • At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions

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.