Contact Centre Manager

3 days ago

Winnipeg, Canada DHL Full time

What makesDHL great? Our **People** We know eachemployee’s individualcontributions make us the #1 Express Delivery andLogistics Company in theworld.

DHL Expressis committed to maintaining anenvironment that empowersevery team member to make the greatest possibleimpact on our business. Our corporate **culture** is about personal commitment - toour business, toeach other and to our global communities. DHL isdedicated to beinga **great place to work**. In addition to competitivecompensation packages,our employees enjoy a range of programs, services andbenefits that bring the best to their personal lives.

**Start YOUR career with DHL today**

DHL Express currently has an opening for a **Contact Centre Manager**in our**Winnipeg, MB** facility. This role is at the heart of our CS strategy to promote an insanely customer centric culture in CS, deliver a great customer experience and be the voice of the customer to improve key DHL processes.

**What The Position Is About**:
As a Manager of our Winnipeg Contact Center, and a key member of the CS leadership team, your main objectives will be to:

- Provide best-in-class customer services to DHL Customers through effective planning, management and staffing, supported by the deployment of appropriate enabling technologies, within the Customer Contact Centre environment.
- Manage contact center operations efficiently and effectively to meet customer’s expectations proactively, whilst adhering to stipulated service level agreements.
- Drive overall performance and results for the your Contact Centre and implement improvement initiatives.
- Develop and execute effective communications with customers, ensuring that all customers receive timely and accurate information in a professional manner.
- Analyze and make recommendations based on call volume trends and other factors, forecasting and implementing contingency plans, and ensuring staffing and call capacity to meet future customer service needs.
- Drive a culture of continuous improvement to ensure Center of Excellence standing for the Contact Centre
- Keep up to date on the capabilities and advantages of DHL's services, products and network
- Understand DHL's organization, strategy, policies and work practices, and effectively handle queries which arise.

**Leading as a Successful 21st Century Manager**

**As an enabling leader in DHL Express, you will**:

- Effectively lead, motivate, organize, and supervise the Customer Contact Centre team to deliver on performance objectives and goals
- Motivate contact center team members, with a view towards creating an environment conducive for your team to provide excellent service to all customers at all times. This includes areas of performance, incentives, rewards, recognition, engagement, etc.
- Actively support the development of your team of supervisors as well as all Contact Centre advisors through coaching and feedback, and by working closely with HR on talent management strategies
- Develop a high-performance service culture.
- Develop individual goals with team members and monitor individual performance.
- Conduct performance review and coaching.
- Prioritize and manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
- Identify training needs and opportunities to develop a highly skilled Contact Centre.
- Ensure Customer Service team members know performance expectations, operations changes and resources available.

**As a leader of Customer Service and of DHL Express Canada, you will**:

- Collaborate effectively with the CS Development team on workforce planning, reporting, training and quality assurance requirements.
- Collaborate and drive alignment with Brampton Contact Centre teams and Customer Care in terms of customer experience, CS processes and tools, continuous improvement, best practices, knowledge sharing, feedback.
- Work closely with Contact Centre Director and when required, Sales, Marketing, and the Americas regional CS team to support all new revenue-generation activities related with the Contact Centre.
- Liaise and work with key stakeholders such as the Americas regional CS team, all DHL Canada functions on all matters pertaining to the Contact Centre, when requested.

**How will you contribute to the success of DHL and our customers?**
As a_Passionate_CS professional you will use your skill, influence, and enthusiasm to:

- Manage the day-to-day operations of the Contact Centre ensuring that customers calling are served promptly, courteously, and effectively.
- Review and manage the Contact Centre’s performance to ensure that the required service & quality targets are consistently met. Ensure adherence to processes systems and schedules to drive up service, quality and productivity. Make recommendations to drive continuous improvement.
- Lead and drive customer satisfaction to “best-in-class” standards, so as to distinctly achieve for DHL a compe

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