Kerja Sepenuh Masa [DHL] Operations Lead, Contact Centre (1-Year Contract | Outram Park), Gaji tinggi SGD 4,080 di DHL SUPPLY CHAIN SINGAPORE Central Region (Singapore) - Maukerja

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.