About usAt DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.\n \nUnder the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday.Responsibilities\n\n

Team Leadership & Development: Lead and develop a high-performing contact centre team through effective staffing management, leave coordination, and strategic shift planning across weekdays, weekends, and public holidays. Conduct coaching and mentoring sessions to drive individual and team performance excellence, whilst ensuring optimal service delivery through proactive meal break coordination and resource allocation.

\n\n\n\n\n

Performance Excellence & Quality Assurance: Drive consistent achievement of service outcomes and key performance indicators through comprehensive performance management and quality oversight. Conduct small sample size of the monthly team’s audits to identify improvement opportunities and deliver targeted coaching interventions.

\n\n\n\n\n

Operational Management & System Oversight: Oversee critical contact centre operations including call management system monitoring, CRM case management, analysis of top drivers. Ensure optimal system performance through regular testing of hotlines and systems.

\n\n\n\n\n

Escalation & Stakeholder Management: Serve as the primary escalation point for complex cases, managing first and second-level escalations through designated channels, and Team Managers’ mailbox management. Collaborate effectively with business units and stakeholders to resolve cases and inquiries, whilst providing frontline support to manage difficult customers.

\n\n\n\n\n

Strategic Support & Continuous Improvement: Leverage comprehensive knowledge of agency’s policies and processes to enhance service delivery and support strategic objectives. Proactively escalate operational insights and improvement recommendations to senior management, whilst conducting periodic call reviews to identify trends and drive service enhancement initiatives.

\n\n\n\n\n

Reporting & Communication: Provide regular updates on service levels, case status, and operational performance to ensure transparency and informed decision-making across the organisation.

\n\nRequirements\n\n

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.

\n\n\n

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

\n\n\n

Have good verbal and written presentation skills.

\n\n\n

Self-motivated and ability to work independently.

\n\n\n

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

\n\n\n

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

\n\n\n

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

\n\n\n

 

\n

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.