Imports Supervisor (L2)

About the role

DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities.

Responsibilities

• Develops and monitors the application of customer service policies and procedures
• Develops, implements, and improves processes through identification of operational, sales, and technological changes that are having an impact on customer satisfaction and call center efficiency
• Ensures KPIs are met by coordinating and adjusting call volumes or staffing in a timely manner
• Maintains and evaluates the quality of inbound and outbound telephone calls and traces
• Coordinates department budget to ensure cost effective operations
• Manages special projects designed to enhance service
• Promotes communication between departments and external partners to improve customer service
• Assists in identifying and documenting opportunities for process improvement, assumes ownership for securing approval and implementation
• Continually inspects COE-related elements to ensure compliance
• Supervises and ensures staff discipline
• Conducts staff performance appraisals

Qualifications

• 4 years in related field (or equivalent)
• 2 years’ experience in leading customer service teams in a Customer Service environment, preferred (with a strong background in coaching, counseling and motivating)
• Complete understanding and wide application of principles, theories, and concepts in function or business area
• An advanced understanding of specific aspects of work supervised and practical application to problems and situations ordinarily encountered
• Facilitation and training skills (excellent)
• Software skills (Customer Service systems, e.g. ACD, Quality Monitoring Systems, etc.) (Excellent)
• Excel (Advanced), MS Office (Excellent)
• Software skills (DHL Systems) (preferable)
• IT skills relating to PCs & peripheral devices i.e. printers, monitors, etc., (basic troubleshooting)
• Negotiation and interpersonal skills (excellent)
• Leadership skills (excellent)
• Analytical, organizational and motivational skills (excellent)
• People Management skills (excellent)