Contact Centre Manager

What makes DHL great? Our People! We know each employee's individual contributions make us the #1 Express Delivery and Logistics Company in the world. DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment - to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits 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 competitive advantage in the business.

· Function as the contact point for escalated customer complaints, and handle such cases effectively and professionally, exhibiting pro activity and responsiveness to customer issues. Interact with external customers in a professional manner for effective service recovery. Assist supervisors or advisors to handle difficult and complicated claim issues, complaints.

· Gather customer feedback that is channeled through the Contact Centre to drive and facilitate service and quality improvements within the CS Department, and in other areas of the company and network.

· Continuously review and improve existing customer contact handling processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage.

· Drive revenue generation activities for Contact Centre team and thereby directly contribute to position the CS department as a profit center. Promote and identify areas of opportunity to up-sell, cross-sell and closing-the-sale on services offered (including value-added services).

· Ensure that all Contact Centre related projects, initiatives, programs and systems that are planned to enhance performance and quality are deployed, monitored and maintained.

· Where required, directly manage or participate in projects and take a lead where necessary in initiatives to ensure smooth implementation to all teams.

· Stay current with operations processes and changes to ensure proactive management of any potential service issues which might affect the call center operation

· Manage the Booking and Remote Bookings queue.

· Any other duties or responsibilities as assigned by the Director of Contact Centre.

PERFORMANCE OBJECTIVES:

· Drive performance on all Contact Centre KPI's as outlined in DHL Express's CS Scorecard:

· Drive performance on all other KPI's, metrics and attributes, including but not limited to: adherence to schedule, mystery shopper, sales leads conversion, average handing time, operational efficiency, employee engagement, Net Promoter score, etc.

What you have:

Business skills:
• Customer Orientation: Is focused on identifying and understanding each customer's needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.
• Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and use efficient work methods and tools.
• Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Leadership skills:
• Developing People: Facilitates the development of others through personal involvement in coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth and development to improve DHL's capability to achieve the strategic vision.
• Building and Leading Teams: Knows the talent needs of the team. Attracts and develops the people who can meet those needs. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.

Personal skills
• Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly act.
• Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
• Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

Technical skills
• Excellent project management skills
• Excellent analytical skills, with the proven ability to deep dive into results and work with large sets of data and reports
• Software skills (DHL systems) - preferred
• Knowledge of Contact Centre management systems is preferred but not a must

EXPECTED EXPERIENCE / QUALIFICATIONS:

• 2 years in a customer facing function
• 5 years in a management capacity in Customer Service or related capacity
• University degree: BA/BS or Masters
• Bilingual French is preferred but not mandatory

Thank you for your application. Those selected for an interview will be contacted.

All applicants are required to pass interviews and a criminal background check in order to qualify for the position.

We are an equal opportunity employer and believe we will gain through the recruitment and development of staff who represent the broad diversity of the Canadian workforce.