Job Title

What makes DHL great? Our People! We know each employees individual contributions make us the #1 Express Delivery and Logistics Company in the world. DHL Express 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 DHL Express currently has an opening for a Bilingual Contact Centre Supervisor in Winnipeg, MB. Supervise a team of Bilingual Contact Centre Advisors and manage Customer Service Contact center 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 How will you contribute to the success of DHL? 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 high value (security) shipments. Ensure that appropriate equipment and supplies are available for staff to perform duties. Responsible for internal and external Customer satisfaction. Ensure Customer Service staff know performance expectations, operations changes and resources. Ensure all traces are being handled and responses given to customers within time standards. Recommend and implement Customer satisfaction improvements. Proactively manage Customer perception of and level of satisfaction with our service. Alert Sales Department to potential customer opportunities and vulnerabilities. Coach and develop team members to enhance skills and performance, ensuring high-quality service and adherence to company procedures. Maintain a positive work environment that encourages teamwork, open communication, and professional growth. Monitor team performance metrics and implement strategies to ensure staff professionalism, quality and effectiveness during customer interactions to improve service levels and customer satisfaction. Interact effectively with other members of the customer service team and other departments to address customer needs. Undertake any other tasks or responsibilities as reasonably directed or required. PERFORMANCE OBJECTIVES: Responsible for knowing the Global/Regional KPI target requirements as defined in the CS Scorecard. Responsible for driving Contact Centre performance and KPI's including but not limited to: Maintain grade of service Contact Centre quality monitoring Up-selling target Sales lead target Monitor advisors adherence to schedule Customer Interaction and NPA survey results Maintain DHL standards of excellence Employee Opinion survey Results Mystery Shopper INDIVIDUAL KEY OBJECTIVES Refer to the Individual Goals section in My Talent World. Do you have what it takes? Minimum 1-2 years supervisory experience & leadership skills in a service industry. Proven customer service & interpersonal skills. Proven problem solving/decision making 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 & trace system skills. Demonstrated success in achieving targets through selling services and products. Previous experience of call centre quality monitoring of agents (experience in managing a unionized workforce is an asset). Thank you for your application. Those selected for an interview will be contacted. All applicants are required to pass interviews, a criminal background check for all countries lived in for the past 5 years, and other background checks in order to qualify for the position. We are an equal opportunity employer and believe we will succeed through the recruitment and development of staff who represent the broad diversity of the Canadian workforce. #J-18808-Ljbffr