Manager, Live Chat Experience (1-year contract) - #1122187

Responsibilities:

• Lead the strategic design and operationalisation of the live chat service channel integrating WhatsApp with human agent support

• Conduct comprehensive analysis of current customer service enquiry management operations and identify improvement opportunities

• Design enhanced service delivery models, establish operational frameworks and requirements, and define performance indicators

• Develop user stories, reporting requirements, and knowledge management resources to support live chat operations

• Conduct User Acceptance Testing and manage live chat sessions to build operational competencies

• Develop and deliver training programmes for Live Chat Agents and establish performance evaluation frameworks and metrics to refine the service model

• Personally manage LiveChat sessions to maintain service quality and identify improvement opportunities

• Drive continuous improvement initiatives across operational and technological workflows

• Mentor and develop the Assistant Lead and team members

Requirements:

• Minimally GCE 'O' levels

• 3-5 years of experience in service delivery and/or customer service operations, with at least 2 years in live chat or digital customer support

• Proven leadership and team management experience

• Strong project management capabilities with experience managing complex technology implementations

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.