Assistant Manager, Contact Centre Services - DHL Supply Chain

Join DHL Supply Chain as an Assistant Manager, Contact Centre Services in the vibrant heart of Bali! This is a unique opportunity to lead and develop a high-performing customer service team while contributing to global logistics excellence. Based in Kuta, Badung, Bali, you'll be at the center of our operations, ensuring seamless communication and exceptional service for our customers worldwide.

As an Assistant Manager, you'll oversee daily operations, manage a team of 10-15 agents, and implement best practices in customer service and contact center management. You'll work closely with our global team to ensure consistent service standards and drive continuous improvement. This role offers a dynamic work environment with opportunities for professional growth and development.

📋 Tanggung Jawab Pekerjaan

• Oversee daily operations of the contact center, ensuring high service standards and customer satisfaction.
• Manage and develop a team of 10-15 customer service agents, providing training and mentorship.
• Implement and monitor quality assurance processes to ensure compliance with DHL's service standards.
• Analyze customer feedback and performance metrics to identify areas for improvement and implement corrective actions.
• Collaborate with global teams to ensure consistent service standards and best practices.
• Develop and maintain service level agreements (SLAs) and operational procedures.
• Monitor and report on key performance indicators (KPIs) to ensure operational efficiency and effectiveness.
• Participate in continuous improvement initiatives to enhance customer service and operational processes.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum 5 years of experience in customer service, contact center management, or a related field.
• Proven experience in leading and managing a team of customer service agents.
• Strong knowledge of contact center software and tools, such as Genesys, Avaya, or similar.
• Certification in customer service management or a related field is a plus.
• Excellent leadership and communication skills, with the ability to mentor and develop team members.
• Strong analytical and problem-solving skills, with the ability to analyze data and implement corrective actions.
• Fluency in English, both written and spoken, is required.

🛠️ Keahlian

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