Contact Centre Supervisor

As our Contact Centre Supervisor, you won’t just oversee operations—you’ll shape an exceptional customer experience. You’ll guide our Customer Service Advisors, ensure every interaction reflects DHL’s commitment to quality, and drive service excellence across the board.

• Ensure every customer interaction reflects a commitment to first‑time, ideal solutions and drive adherence to all required policies, procedures, and Center of Excellence (COE) standards.
• Ensure timely acknowledgement, handling, and closure of all inbound and outbound calls, trace requests, and network inquiries within global timeframes.
• Monitor global KPIs to maintain exceptional service performance and full operational alignment.
• Keep customers and network partners updated throughout trace investigations to manage expectations effectively.
• Work closely with Operations, Sales, Finance, and other teams to secure the best commercial solutions that promote customer retention.
• Identify opportunities to enhance workflows, technology, service offerings, and escalate insights to the appropriate teams.
• Manage all CS systems at country level to ensure correct usage, performance, and effective trace allocation.
• Continuously review and reprioritise workloads to ensure timely closure of trace investigations, service changes, and customer‑specific requirements.
• Ensure all traces meet Quality File standards and that customer communication is handled only via MCT.
• Complete monthly audits across all COE elements relevant to the role.
• Monitor root causes of traces, complaints, and claims, provide feedback to the business, and drive corrective actions in line with COE guidelines.
• Identify service improvement areas and recommend practical solutions to enhance DHL’s procedures, technology, and overall customer experience.
• Produce accurate, complete reports and data as required, ensuring management receives all insights needed for analysis and decision‑making.
• Ensure correct usage of all DHL application tools including GEMA, SHERLOC, MCT, CSV, OPMS/C, SCMS, SPARK, GCCU/WFM, and adherence to schedules and AUX codes
• Recruit, develop, and motivate a high‑performing team, ensuring proper staffing for daily functions and projects.
• Provide strong leadership, guidance, and cultural role modelling aligned to DHL ICCC and CIM behaviours.
• Implement development plans, coaching sessions, and performance evaluations; recommend compensation adjustments and apply disciplinary processes fairly.
• Conduct daily PD sessions (except during insufficient staffing periods) and maintain an open‑door policy to support transparency and trust.
• Drive engagement through initiatives and campaigns, identify high‑potential employees, and ensure succession planning for key roles
• Hold monthly team meetings with documented agendas, actions, and follow‑ups.
• Support any other functions required to ensure smooth, effective Customer Service operations aligned with network standards.

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