Team Lead, Contact Centre

Responsibilities:

1. Manage the performance and service quality of the call agents.

2. Ensure that all call agents under Team Lead’s supervision are well trained and providing accurate and timely responses.

3. Responsible for the overall day-to-day case management and liaison with relevant stakeholders for further investigation and follow-up.

4. Perform quality audit checks on the call agents handling the programme, including account access, soft skills, knowledge management, and resolving MoP’s queries in accordance with the provided resources.

5. Train call agents based on the provided resources. Prepare competency quizzes, tests, and check-ins to ensure call agents are provided with accurate information.

6. Take ownership of team results, understand developmental needs, and provide support to the team.

7. Work with respective stakeholders to ensure that all information is being cascaded accurately.

8. Monitor the arrival pattern and highlight to the client in the event of any increase in queries.

9. Conduct regular audits to ensure the quality of call agents appointed for the programme.

10. Support and guide the call agents in their proficiency and knowledge of the programme.

11. Provide assistance to call agents for complex cases and communicate with the Ptcp/MoP whenever necessary.

Requirements:

1. A-level/Diploma/Degree

2. At least 2 years of relevant supervisory experience in contact centre, customer support, and customer service functions.

3. Ability to train call agents on systems and programme-related information.

4. Self-driven with excellent interpersonal and communication skills.

5. Good communication skills in English.

6. Proficiency in other languages/dialects may be required depending on programme requirements.

7. Proficient in Microsoft Excel applications.

8. Ability to take the initiative, work independently, and accomplish tasks with minimal supervision.

9. Ability to work shifts, weekends, and public holidays when required.

10. Ability to handle difficult interactions in a professional manner.

At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.
We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.