Customer Contact Manager at / Jobsxl

Customer Contact Manager


in Arizona
(Published at 16-11-2019)

We won! DHL Express has been awarded with the Global Top Employer for 2019

We have an immediate career opportunity for a qualified Customer Contact Manager at our Tempe, AZ location.

As a Customer Contact Manager, you will ensure consistent and best-in-class customer services to DHL Customers through effective planning, management, and staffing within the Customer Contact Center environment. We?re looking for our next manager to drive a culture of continuous improvement to ensure that we maintain a Center of Excellence standing.
Key Accountabilities:

  • Responsible for the management of day-to-day operations of the contact center and ensure adherence to processes, systems and schedules to drive service excellence, quality, productivity and maximize revenue generating opportunities
  • Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactively and responsiveness to customer issues.
  • Liaise with RO, Hub, Gateway, Ops and relevant departments to launch new initiatives for performance enhancement and ensure its smooth implementation to the country office
  • Liaise closely with HR to evaluate training, retraining needs of staff and identify training gaps to keep staff abreast of changing needs of DHL customers
  • 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
  • Lead and drive customer satisfaction by providing best in class service to customers in order to gain a more competitive advantage in business
  • Develop a high performance service culture within the Customer Service Department
  • Plan, organize and direct an efficient and effective team of customer service professionals
  • Develop IKOs/KPIs with team members and monitor individual performance
  • Conduct performance review and coaching

Position Requirements:

  • 5 years of experience in a related capacity
  • 3 years of experience in an operations management capacity in a similar sized Customer Contact Centre
  • Customer Contact Centre Management Skills
  • Software skills (DHL Systems) (preferable)
  • Technical Skills (Contact center management systems, e.g. ACD, PABX, CRM, CTI, IVR, Workforce Management Systems, Call Management Systems, Quality Monitoring Systems, etc.) (excellent)
  • Analytical, organizational and motivational skills (excellent)
  • Project Management skills (excellent)
  • People Management skills (excellent)

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.

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