job description
Join DHL Supply Chain as a Contact Centre Manager in a dynamic 1-year contract role within the government sector. This is a unique opportunity to lead and empower a high-performing team, taking full ownership of coaching, development, and day-to-day operations in a fast-paced environment.
As a key leader, you will drive operational excellence, ensuring seamless customer service delivery while fostering a culture of continuous improvement and team engagement. Your strategic approach will enhance service quality, efficiency, and customer satisfaction, aligning with both organizational and governmental standards.
Based in Bali, this role offers a chance to work with a global logistics leader while contributing to a public-sector initiative. If you are a results-driven professional with a passion for team leadership and process optimization, we invite you to apply and make a lasting impact.
Responsibility
- Lead and manage a high-performing contact centre team, ensuring alignment with organizational and governmental objectives.
- Develop and implement coaching and training programs to enhance team performance and customer service standards.
- Oversee daily operations, including call volume management, service level monitoring, and issue resolution.
- Drive process improvements to optimize efficiency, reduce costs, and enhance customer satisfaction.
- Collaborate with cross-functional teams and government stakeholders to ensure compliance with policies and regulations.
- Analyze performance metrics and KPIs, providing actionable insights to senior management.
- Foster a positive and inclusive work culture, promoting employee engagement and retention.
- Ensure adherence to SLAs (Service Level Agreements) and maintain high standards of service delivery.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field; Master’s degree is a plus.
- Proven experience (5+ years) in contact centre management, preferably in a government or logistics sector.
- Strong leadership and team management skills with a track record of driving performance improvements.
- Excellent communication and interpersonal skills, with the ability to engage stakeholders at all levels.
- Proficiency in contact centre technologies (e.g., CRM systems, call routing, analytics tools).
- In-depth knowledge of customer service best practices and regulatory compliance in the public sector.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Fluency in English; knowledge of Indonesian (Bahasa) is advantageous.