YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMRPOVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world’s most international company?
A company that pioneered cross-border express delivery in 1969 and it now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist!

YOUR TASKS

• To be highly proficient with DHL’s chosen tool for Workforce Management (WFM) to create accurate forecasts and schedules that will enable CS management teams (Frontline and Back line team ) to realize the service level and other KPI targets.
• Plan, monitor and adjust staffing in the Contact Centre schedules against actual call, chat and email arrival patterns to minimize over or under-staffing situations and conduct post mortem analysis to identify corrective action.
• Work closely with the CS team managers to document, consolidate, validate and prioritize CS business user requirements including enhancement requests to existing applications.
• Work closely with Marketing to obtain information on upcoming marketing campaigns in order to determine call volume forecast.
• Review and escalate to CS Management on employee requirements based on data analysis in the WFM tool in relation to actual and forecasted call/ work volumes.
• Support CS Analyst in report generation and analyze CS performance.

YOUR PROFILE

• Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy.
• Well- developed relationship skill and ability to network with multiple levels of an organization and other business units.
• Typically requires Bachelor of Degree in Business Administration/ Business Analytic, Statistic, MIS or equivalent (preferred)
• 2 years of working experience in Customer Contact Centre in a service industry (preferably).
• Excellent Interpersonal skills and relates well with customers and co-workers from all levels.