Senior Call Center Manager

at  DHL

COME JOIN THE WORLD’S MOST INTERNATIONAL COMPANY

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. DHL UAE is the recognized market leader in Express logistics and an Employer of Choice - ranked consistently as Great Place To Work in the UAE for 9consecutive years!
Join our team and discover how an international network that’s focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

ABOUT THE ROLE

The Senior Call Centre Manager is responsible for the overall day to day running of the Customer Service Call Centre and support department with specific focus on their team performance in terms of both quality and productivity.

YOUR TASKS

• Exercise professionalism and provide first class customer service bearing in mind that all DHL customers have an express requirement, and are looking for immediate and hassle-free solutions.
• Confidently and knowledgeably handle customer complaints while maintaining composure, and take all possible actions to resolve issues to the customers’ expectations without compromising DHL’s position by over-committing to customers , or being unrealistic in what is offered.
• Direct, coach, control and manage staff to ensure that they are developed to their maximum individual and collective skills, and that these skills and abilities serve to achieve optimum levels of service for DHL.
• Develop team leaders to contribute to the motivation and development of the team and ensure highest levels of customer service is provided and the department achieves its objectives.
• Maintain the department’s collective knowledge of the DHL network to allow an accurate and precise consultation service for both internal and external customers.
• In conjunction with the Human Resources Dept., conduct the recruitment process using the competency approach so that we have the right people in the right jobs.
• Keep abreast of customer service techniques, new methods, equipment and technology in order to improve the customer service department’s service offering to customers.
• Keep abreast of Global and Regional or local policies related to customer service effectiveness in order to stay ahead of the game as market leaders in Service Excellence
• Ensure accurate records of the department’s activities are maintained and statistical monthly reports prepared, analysed for trend and suggestions for corrective action are made to the CI Manager. Ensure that the reports as required by EMEA/ME are submitted on time.
• Ensure effective use of the Call Management System and the Workforce Management tool to produce and manage rosters, that provide optimum resources to cater to the incoming call volumes, ensure 24 hour cover including public holidays, annual leave, pending off, etc. and reduce / manage overtime down to a minimum without compromising the service promise.
• Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance our customers’ experience with DHL.
• Identify, report on, evaluate and investigate recurring service problems, to enable corrective actions to be taken – thereby providing ongoing improvements to existing service levels.
• Identify any gaps and performance issues of direct reports, evaluate the cause and suggest remedial action, which may be coaching, or training. For training, feedback these needs to the trainer and assist in the preparation and delivery of training requirements to ensure that there are minimal gaps and staff are productive in their role.
• Ensure that all non-conforming shipment information (i.e. damaged, partial delivery, etc) and customer complaints and claims are passed to the Customer Care Manager for follow-up and analysis.
• Motivate and drive the performance of customer service staff on the four Incentive schemes so that the team achieves their targets contributing to the business revenue
• Provide managerial support and guidance to all direct reports and ensure that all staff appraisals are scheduled and conducted within company time frames.