Team Lead, CCS - Singapore - DHL Supply Chain

    DHL Supply Chain
    DHL Supply Chain Singapore

    4 days ago

    Upper Management / Consulting
    Description

    About DHL Supply Chain

    At DHL, people are our top priority. We strive to attract and retain the best talent worldwide, providing challenge and opportunity for personal and professional growth.

    We recognize the value each employee brings to our business and take pride in building a world-class logistics company together.

    Responsibilities of Team Lead CCS

    • Lead and develop a high-performing team through effective staffing management, leave coordination, strategic shift planning across weekdays weekends public holidays Conduct coaching mentoring sessions drive individual team performance excellence ensuring optimal service delivery proactive meal break coordination resource allocation
    • Drive consistent achievement of service outcomes key performance indicators comprehensive performance management quality oversight Conduct small sample size of monthly teams audits identify improvement opportunities deliver targeted coaching interventions
    • Oversee critical contact centre operations call management system monitoring CRM case management analysis top drivers Ensure optimal system performance regular testing hotlines systems
    • Serve as primary escalation point complex cases managing first second-level escalations designated channels Team Managers mailbox management Collaborate effectively with business units stakeholders resolve cases inquiries provide frontline support difficult customers manage.
    • Leverage knowledge of agencys policies processes enhance service delivery strategic objectives Proactively elevate operational insights improvement recommendations senior management conducting periodic call reviews identify trends drive service enhancement initiatives
    • Provide regular updates on case status operational performance transparency informed decision-making organisation State important information clearly concisely maintaining transparency open communication within organisation Regularly share progress plans insights improve overall customer experience ensure highest standards maintained Service matters everybody we work hard maintain highest levels every time serve customers contact us with questions concerns.]


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