Ensure consistent and best-in-class customer services to Customers through effective planning, management, and staffing, supported by the deployment of appropriate enabling technologies, within the Customer Contact Centre Entertainment.
Main Accountabilities:
Manage day-to-day operations of the contact center and ensure adherence to global CS 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 proactivity and responsiveness to customer issues
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
Liaise closely with CS Development and HR to evaluate training, retraining needs of staff and identify training gaps to keep staff abreast of changing needs of DHL customers
Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services.
Ensure that AOP Budget for revenue generation in the CS Department is met and achieved
Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes
Identify training needs and opportunities to develop a highly skilled CS workforce
Develop IKOs/KPIs with team members and monitor individual and team performance
Plan, organize and direct an efficient and effective team of customer service professionals.
Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets
Job Requirement
Degree in Business/Marketing (preferable) or equivalent.
8 years of experience in a related capacity
3 years experience in a operations management capacity in a similar sized Customer Contact Centre
Experience in quality management system such as ISO and COPC-2000 (preferable)