Contact Centre Manager

DHL SUPPLY CHAIN SINGAPORE PTE. LTD.

Singapore
Not specified
5+ years call centre management experience
Copc certification or equivalent
Staffing and recruitment leadership
DHL Supply Chain Singapore is seeking a Contact Centre Manager to lead and develop teams while enhancing employee engagement and performance within the contact center environment. The ideal candidate will have substantial experience in call center management, along with strong leadership and project management skills

Job Summary

  • Provide leadership, development, and coaching for Assistant Managers, Team Leaders, QAs, Trainers, and Agents.
  • Drive employee engagement to ensure the team feels connected to one another and the company while caring about their work.
  • Embed a performance culture and framework to achieve service levels and improvements against set targets.

Matching Summary

Match Score: 85

DHL Supply Chain Singapore is seeking a Contact Centre Manager to lead and develop teams while enhancing employee engagement and performance within the contact center environment. The ideal candidate will have substantial experience in call center management, along with strong leadership and project management skills.

Skills & Requirements

Must-have

  • 5+ years call centre management experience
  • COPC certification or equivalent
  • Staffing and recruitment leadership
  • Performance culture and KPI management
  • Change request implementation

Nice-to-have

  • Employee engagement and development focus
  • Customer-oriented outlook
  • IT requirements business perspective
  • Continuous improvement environment
  • Root cause analysis skills

Key Requirements

  • Minimum Degree in any discipline
  • At least five (5) years of managing projects in similar domain
  • Possess Customer Operations and Performance Centre (COPC) certification or equivalent

Work Rights

Not specified

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