[DHL] Operations Lead, Contact Centre (1-Year Contract | Outram Park)
-
Outram Park MRT, Outram
Outram Park MRT Station Exit 1, Outram Road, Singapore, 169080
- Contract
- 5 Day Week
S$4080 / month
- We are a “Great Place to Work”
- Shuttle bus services from designated pick-up point
Working days and hours
Mon - Fri
8:30am - 6pm
Work Location
Near Outram Park MRT
Job Description:
- Lead and deliver training programmes to ensure Contact Centre agents are equipped with the required knowledge and skills
- Assist in initial calibration to ensure knowledge retention during training.
- Monitor operational metrics and prepare reports and dashboards to track performance and identify improvement opportunities.
- Partner with clients, vendors, and internal stakeholders to drive training effectiveness and operational excellence.
- Support knowledge management initiatives, including workflow and content updates, to enhance agent performance.
- Handle high-priority cases and support customer experience improvement initiatives.
- Coach and guide team members, identify development needs, and drive continuous learning and performance improvement.
Job Requirements:
- Diploma or Degree qualification in any discipline.
- Minimum 2 years of experience in a supervisory, team lead, or operations role within a Contact Centre or Customer Support environment.
- Proficient in Microsoft Excel and experienced in preparing reports and performance dashboards.
- Experience in supporting public sector or highly regulated environments will be an advantage.
About the Employer
BRN/UEN: 199805868N
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