GTW Contact Centre Supervisor (Channel)

at  DHL

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

MINIMUM REQUIREMENTS

Education & experience

• Matric
• Diploma or degree in equivalent qualification
• 2+ years’ experience in contact centre environment
• Previous experience of managing a team
• Good knowledge of DHL Systems

ROLE CONTEXT

To monitor the Service Desk teams response to customer and DHL Network emails within agreed standards. Monitor the processing of account payments within agreed standards. To assist the Contact Centre Manager to achieve targets for service level, cost management and revenue generation. To maximize the revenue of every potential customer interaction. To monitor email and chat systems ensuring all relevant service level agreements are met.

KEY RESPONSIBILITIES

• To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer needs.
• To implement ISO standards and DHL’s policies and procedures at all times and ensure awareness of and adherence to all required policies and procedures with the team.
• Ensure that all KPI’s are monitored and achieved as per Global Targets.
• Operate closely with operations, sales, finance and all channels in order to provide the best commercial solution to customer issues and thus improve customer retention.
• Identify opportunities to enhance or improve on business offerings/service and communicate this to the relevant people responsible.
• Focus on handling customer enquiries and problems relating to any matter prior to shipping but working closely with the Backline Supervisors with regard to resolving any customer complaint.
• Ensure that all customer issues are registered and dealt with in accordance to regional standards and objectives. Ensure free flow of information between internal departments.
• Exercise commercial judgement in the prompt handling of these customer issues.
• To evaluate advisors on a weekly basis to monitor their performance and develop their skills on an on-going basis.
• Handle overflow calls that could not be handled immediately by the Frontline advisors.
• Manage the telephone system to produce accurate agent schedules, improving service levels.
• Plan and manage advisors request for leave and ensure it is captured on DHL’s leave application system.
• Conduct training and meetings in such a way that it does not affect service levels.
• Assist advisors with escalations.
• Monitor the root causes of escalations, repeat calls, poor Quality results and provide feedback to the business. Seek commitment to corrective action and follow up to ensure that it is taken.
• Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL.
• Optimize the balance of delivering excellent service levels with high levels of productivity and quality.
• Produce and analyze reports and data as identified by line manager to ensure that management receive all required information to do further analysis and future development.
• Take appropriate action to deal with any identified issues likely to impact on service delivery, such as non-availability of staff or systems failure.
• Take action as per the documented plan when contingency is required.
• Monthly team meetings to feedback developmental and motivational points, address staff issues/feedback/comments with documented agenda, action plan and follow up.
• Daily PD sessions implemented, documented as per global first choice standards to be carried out except in periods of insufficient staffing.
• Act as an integral part of the GTW contact centre Management Team whose ultimate goal is to provide a seamless and flawless service to our customers.
• Monitor service levels and take immediate action to address shortfalls.