Job Title

DHL Express is looking for a Bilingual Contact Centre Supervisor in Winnipeg, Manitoba. In this role, you will supervise a team of Bilingual Contact Centre Advisors and manage Customer Service Contact Centre activities to ensure customer satisfaction with service, rates, and shipment inquiries, as well as handling of service failures consistent with DHL performance standards. Shift: 12pm to 8pm EST Key Responsibilities Ensure special handling requests and service failure responses are implemented and followed up Manage customer complaint calls professionally and effectively to increase customer satisfaction Assist with orientation, training, and scheduling of Customer Service staff Act as second-stage escalation contact for priority traces, claims issues, etc. Authorize insurance for highvalue (security) shipments Ensure that appropriate equipment and supplies are available for staff Responsible for internal and external customer satisfaction Ensure all traces are handled and responses given within time standards Recommend and implement customer satisfaction improvements Alert Sales Department to potential customer opportunities and vulnerabilities Coach and develop team members to enhance skills and performance Maintain a positive work environment that encourages teamwork and professional growth Monitor team performance metrics and implement strategies to improve service levels Performance Objectives Maintain grade of service Contact Centre quality monitoring Upselling and sales lead targets Monitor advisors' adherence to schedule Customer Interaction and NPA survey results Maintain DHL standards of excellence Employee Opinion survey results Mystery Shopper assessments Requirements Minimum 12 years supervisory experience and leadership skills in a service industry Proven customer service and interpersonal skills Proven problemsolving and decisionmaking skills Proven ability to manage multiple tasks Proven ability to work under pressure PC skills word processing, spreadsheet Bilingual ability to communicate in French and English fluently Knowledge of, or ability to quickly acquire, customized track and trace system skills Demonstrated success in achieving targets through selling services and products Previous experience of call centre quality monitoring of agents All applicants are required to pass interviews and a criminal background check for all countries lived in for the past 5 years. DHL is an equal opportunity employer. Minimum 12 years supervisory experience in a service industry; bilingual in French and English; proven customer service and interpersonal skills; PC proficiency; previous call centre quality monitoring experience preferred #J-18808-Ljbffr