Contact Centre Manager
DHL SUPPLY CHAIN SINGAPORE PTE. LTD. Yishun Full-time
Responsibilities :
- Provide leadership, development and coaching of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
- Drive Employee Engagement to help our employees feel connected to one another and the company, and care deploy about their work.
- Foster a workplace that helps the team thrive.
- Actively engage and support the development of your team to ensure better performance and succession planning.
- Work with HR and Recruitment drive the recruitment & selection of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
- Work with QAs and trainers to carry out regular audits, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
- Contribute to the design and implementation of change requests which impact the contact centre.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
- Identify and instill best practice, processes and systems and drive continuous improvement environment.
- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
- Ensure service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
Requirements:
- Minimum Degree in any discipline
- At least five (5) years of experience in managing projects of similar domain (including experience in call centre management), scope and scale
- Good knowledge of contact centre industry best practices.
- Good supervisory, communication, interpersonal and project management skills.
- Possess Customer Operations and Performance Centre (“COPC”) certification or equivalent
- Able to make or direct decisions on staffing, systems and operational needs of the Contact Centre
- Possess a customer-oriented outlook
- Experience in dealing with IT requirements from a business perspective
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