Team Lead, Contact Centre - #1096905

Responsibilities:

• Staffing and Leave Management: Oversee staffing needs and manage leave requests effectively.

• Performance Management: Conduct monthly coaching and mentoring sessions to enhance staff performance.

• Service Outcome and KPI Oversight: Ensure that service outcomes and key performance indicators (KPIs) are consistently met.

• Call Management: Monitor the call management system, including retrieval and investigation of call recordings.

• Escalation Management: Handle first and second level escalation cases through designated email channels and the Clear Call Team Inbox.

• Frontline Support: Act as a point of contact for escalations and provide support through the Control Tower and the Quality Service Manager Hotline.

• Shift Coordination: Provide regular updates on service levels and open cases, while managing meal break arrangements and ensuring staff are placed on rotating shifts, including weekends and public holidays.

• Policy Knowledge: Utilize strong knowledge of NEA policies and processes to enhance service delivery.

• Auditing and Compliance: Conduct monthly audits of team calls in line with established guidelines and service level agreements (SLAs).

• Stakeholder Coordination: Collaborate with business units and stakeholders to address and resolve cases, requests, or inquiries.

• Issue Escalation: Proactively escalate issues, needs, and insights to management as necessary.

• Collateral Management: Ensure timely printing and mailing of materials and sending of daily SMS in accordance with standard operating procedures (SOP).

• CRM Case Management: Monitor case management within the CRM system, retrieve call recordings, and provide coaching as needed.

• Testing and Quality Assurance: Conduct testing of systems, hardware, hotlines, and recording functionalities to ensure optimal performance.

• Insights Review: Periodically review past calls to draw insights and improve service delivery.

Requirements:

• At least a diploma or has completed and passed the GCE ‘A’ level with two (2) AO and two (2) A passes with at least two (2) years of supervisory experience in a customer service/contact centre environment.

• Proficiency in MS Word, MS Excel, and MS PowerPoint.

• Have good verbal and written presentation skills.

• Self-motivated and ability to work independently.

• Computer literate with good supervisory, communication, interpersonal and management skills.

• Comfortable communicating in Mandarin, Malay or Tamil as you will need to front escalation/cases predominantly from members of the public.

• Able to work rotating shifts (including Sat, Sun and Public Holidays) in accordance with Hotline Operating Hours.

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.