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Customer Contact Centre Supervisor

1.00 to 10.00 Years   Pakistan   29 Oct, 2022
DHL
1 Jobs Openings
Job LocationPakistan
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.Would you like to become part of the worlds 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. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.Do you want to make a difference? Then come to our Insanely Customer Centric Team and become a Certified International Specialist!YOUR TASKS:

  • Support the Contact Centre Manager in planning, implementing and monitoring the contact centre operations.
  • Ensure it operates at the most cost effective manner and delivers the highest quality for customer experience.
  • Manage daily operations of the assigned customer service advisor team within the Contact Centre.
  • Create workload analysis and forecast based on historical trends and other relevant factors to do manpower planning for the contact centre team.
  • Develop and execute a comprehensive contingency plan to cover all possible scenarios of system failures, power outage, manpower shortage and workload spikes etc.
  • Conduct performance review sessions of respective employees against KPIs set.
  • Handling and resolving escalations in accordance with DHL policies and country specific requirements and ensure compliance by contact centre staff through quality audit.
  • Liaise with regional office, hub, gateway, ground operations and relevant departments to launch new initiatives for performance enhancement and ensure its smooth implementation.
  • Liaise with other DHL department/ network to address customer concerns.
  • Drive generation of quality sales/ cash lead and upselling opportunities.
  • Support Global and Country IT in management of related technology like PABX, ACD, Workforce Management Systems and other DHL CS systems used by the contact centre staff.
YOUR PROFILE:
  • Bachelor degree (or equivalent).
  • At least 5-7 years? experience in a leading customer service team.
  • Dynamic and self-driven individual who is able perform under pressure and take initiatives.
  • Strong interpersonal and communication.
  • Excellent written and verbal communication skills.
OUR OFFER:
  • Strong career support in an international environment
  • Great culture and colleagues
  • Multifarious benefit program
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!We look forward to receiving your application!

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