What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune MagazineDHL is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.Start YOUR career with DHL today…Responsible for Customer Service Staffing by managing Advisor Capacity and Workload. Responsible for visibility of center’s performance. Ensure that service continuity meets all Service Level Agreements including the review of day to day performance, weekly and monthly trend identification, and yearly planning and forecasting. Comply with all Center of Excellence standards relative to workforce planning. Execute the Training priorities for staff effectiveness. Drive Quality and Innovation in the department.Key Responsibilities:
Frequent contacts with senior executives within DHL
Expert advisor to peers and internal customers
Collaborates with senior management to deliver strategic business results
Builds collaborative working relationships across groups; evokes loyalty and respect
Contacts are frequent with individuals outside DHL on broader, more strategic issues
Builds measurable stakeholder value
Expert advisor to external customers; serves as a resource to industry groups, professional associations, and/or customers
Senior Executives
Partner with Senior Management to provide recommendations on enhancements, cost savings or process improvements
Ensure risks are mitigated and that expectations are realized in a time and cost conscience matter
Global
Collaborate with Global cross functional teams on system enhancements to Global applications, IVR design and provide recommendations on new systems/process
IT Support
Partner with IT on system design changes, testing, and rollout of new technology and enhancements to existing applications
Expert advisor on external customers; serves as a resource to industry groups, professional associations, and/or customers
Other DHL CS systems used by the Customer Service staff (e.g. CSV, GEMA) by giving user feedback of performance and design
Regional Office and Sub function Managers
Collaborate with RO, cross functional and teams to support revenue generating activities service excellence initiatives (e.g. campaigns, new promotions, products and services) for roll-out in the country
Liaise with RO, Hub, Gateway, Ops and relevant departments to launch new initiatives for performance enhancement and ensure its smooth implementation to the country office
HR Training & Development Manager
Liaise closely with HR to evaluate training, retraining needs of staff and identify training gaps to keep staff abreast of changing needs of DHL customers
Customer Service Performance Excellence
Exercise discretion over day-to-day operations of the function for which he will have authority
Monitor in real time the Key Performance Indicator (KPI) compliance for all teams, and activate contingency plans to recover from underperformance
Identify potential technical issues and escalate to the relevant departments for timely resolution. Follow up on action and ensure service continuity
Maintain a holistic view of the department’s performance and provide recommendations to all areas in Customer Service to ensure the best overall efficiency
Collaborate with regional office to align the workforce management practices with global business rules, standards, practices and mandates
Produce standard and ad-hoc reports of center’s performance, as requested
Provide real time, daily, weekly and monthly visibility on workload and advisor capacity
Review standards for workforce management, and establish commitments and service level agreements to ensure consistent execution
Analyze and review workload trends and produce adequate
Forecasts based on historical data, business trends and external factors
Forecast, analyze, track and review advisor productivity, utilization, shrinkage and adherence to schedule
Prepare different reports that provide visibility on workload and advisor capacity
Maintain and update documented work procedures and instructions ensuring that they are updated and accurate as per current practice
Maintain staffing databases and ensure consistency of different records between the various customer service applications and systems
Support user changes, modifications and additions to the different customer service applications
Review in conjunction with customer service management the current processes in the center and optimize keeping focus pillars as guiding principles
Forecast effectively to accurately predict schedule and manpower needs in a cycle that accommodates lead times
Monitor real time contact center performance and install effective resolution steps for immediate outcomes
Manage DHL’s chosen tool for Workforce Management (WFM) to create accurate forecasts and schedule that will enable the contact center manager to realize the service level and other KPI targets
Ensure that staffing requirements for the different customer service functions are met, and ensure that resources are optimized at all times
Plan, monitor and adjust staffing in the contract center schedules against actual call arrival patterns to minimize over or under staffing situations and in alignment with agreed financial and service level targets
Coordinate the customer service training program and other customer service related training in line with the customer service recruitment schedule continuous Improvement and Innovation
Stay current with state of the art trends and implementations in the Customer Service and Customer Experience industry
Lead the implementation of processes, tools and technologies that positively impact the customer’s experience, the employee’s morale and/or the financial results of the company
Design, implement and ensure execution of standards for real time management of daily performance for all teams
Analyze best in class practices and implement accordingly in the department to obtain the maximum efficiency
Interact with training team to establish timelines and schedule to conduct training sessions for Customer Service Staff
Interact with IT on Customer Service applications by monitoring and communicating system functioning and service continuity for Customer Service applications that enable advisors to manage customer requests, Workforce Management tools, and ACD and reporting functionalities
Review operational trends, expected service changes and service incidents that can affect Customer Service workload
Design, propose, implement and document efficiency improvement activities that lead to cost reduction or service improvement within the Customer Service department
Participate and contribute in cross-departmental collaboration to identify areas for service improvement covering processes or controls and recommend specific customer related improvement actions
Document, consolidate, validate and prioritize customer service business user requirements for applications, other DHL IT systems and vendor-supplied contact center applications
Apply and adapt to the business reality the best possible forecasting methodologies and models in alignment with Center of Excellence standards
Design, plan, communicate and execute cross team support programs including loaning programs and proactive and reactive overflow
Quality Assurance and Training
Lead the Quality Assurance programs and plans
Manage the quality standards in the center and ensure the Global, Regional and Local standards and processes are followed and met
Design, plan and implement the training priorities for the center, combining the Global and Regional standards, with the Local priorities
Ensure adherence to the global guidelines of training and the Certified International Specialist structure is followed
Design, create and oversee new hire induction plans that guarantee proficiency of the staff as they start their career with DHL
Liaise with different quality departments in the company to share the voice of the customer and own initiatives on improved customer experience and satisfaction
Support the Assist line, Escalation and Technology Support Teams
Define the strategical focus for the team, and implement a tactical plan to ensure adequate support for the Customer Contact operation at minimal cost
Implement plans for increased efficiency in the center and employee development
Evaluate, improve and enhance customer service to achieve competitive advantage and explore new business opportunities
Ensure all pre-determined service standards are consistently met and reviewed to reflect developments in competitive offerings
Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage
Develop a high performance service culture within the team
Plan, organize and direct an efficient and effective team of customer service professionals
Develop KPIs with team members and monitor individual performance
Conduct performance appraisal
Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets
Identify training needs and opportunities to develop a highly skilled into the Department People Management
Manages a large number of service, production, or support employees via subordinate supervisors or a team of exempt professional individual contributors and applicable staff in Associate roles
Primary contribution is managing other people
Ensures performance planning, coaching, and evaluation occurs per policy
Recommends pay adjustments and promotions
Must supervise 2 or more employees
Plan, organize and direct an efficient and effective team of professionals
Develop IKOs/KPIs with team members, monitor, and hold subordinate(s) accountable for team and individual performance
Conduct performance review and coaching
Identify training needs and opportunities to develop bench strength
Employee Retention: Create & foster an organizational culture where the corporate values of respect and results are equally supported
Provide regularly scheduled one on ones for feedback with employees to ensure clear understanding of goals while creating a positive environment for employees to develop to their full potential
Skills & Qualifications:
Key capabilities Has extensive depth of expertise and knowledge in specialized functions or business areas
A thorough understanding of specific aspects of work supervised and practical application to problems and situations ordinarily encountered. Develops advanced concepts, techniques, and standards
Develops new applications based on professional principles and theories
Viewed as expert in functional or business area within DHL.
Deals with cross-cultural tactical issues
Provides guidance and leadership in the design, development, implementation, and progress/success measurement of large, complex, cross-functional projects by using project management methodologies, conducting needs analysis, and developing plans, budgets, deliverables, and performance measurement tools
Meets with customers and prospects to understand unique needs through a detailed discovery process
Monitors project plans and schedules, ensuring completion within project guidelines
Secures resources and commitments from appropriate sources
Identifies and works to overcome barriers to project progress/success when necessary
Evaluates resources and costs required in making business decisions
Manages project resources during project execution
Develops and maintains productive working relationships with project team members and other key stakeholders by establishing and maintaining regular communication
Directs project team meetings with stakeholders and clients to discuss project issues, direction, and implementation strategies, and to solicit alternative viewpoints; facilitates problem solving and decision making through influence
Develops and implements customer specific enhancements that improve the overall service performance and profitability for DHL
Communicates project updates to senior management on a consistent basis; submits all necessary monthly status reports (corporate, regional and/or local)
Supervises two or more staff; responsible for hiring, coaching, training, and developing subordinate staff
Assigns work, sets completion dates, reviews work, and manages performance in accordance with organizational policies, procedures and performance management processes
8-10 years experience in related field, including at least 5 years of supervisory or management experience
Typically requires BS/BA and professional certification required in some areas
Employee Benefits & IncentivesDHL benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry They include:
Competitive Pay
Bonus/Incentive Programs
Retirement Savings – 401K with company match
Medical, Dental, Vision, well-being programs
Tuition Reimbursement
Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
Paid Leave
Employee Discount Program
Employee Assistance & Work Life Program
Outstanding training opportunities
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-posterWe will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
