Dispatch Call Center Supervisor

Singapore, Singapore Full-time

Role Purpose

The Dispatch Call Center (DCC) Supervisor serves as a member of management within the Dispatch Call Center Department.  As such, the DCC Supervisor is responsible for ensuring that the day to day operations runs smoothly to meet all established KPIs. This includes overseeing communication within the team, and between relevant departments such as Customer Service and Transport. This role requires a team player with strong leadership skills. Someone who is driven to get the job done, brings a positive attitude, meets company’s KPIs and strives to provide exceptional customer service. Strong people management skills are essential.

 

Key tasks and responsibilities

  • Provides daily leadership to DCC staff to meet customer expectation.
  • Acts as the first or second level of escalation for all delivery and transport disputes and ensures resolution.
  • Identifies system and workflow improvements to enhance the team's efficiency.
  • Acts as the first or second level of resolution for all DCC team member queries.
  • Monitor DCC team members throughout the day to ensure adherence to all established policies and procedures.
  • Monitor call volume throughout the day to ensure Service Level KPIs are met.
  • Monitors all communication platforms as needed to ensure response time and resolution within KPIs.
  • Prepares daily and weekly reports and follows up with both the team member and management to enhance performance and productivity.
  • Ensures customer satisfaction daily and leads DCC team to always remain customer focused.
  • Liaising with all relevant departments to ensure proper communication and resolution to any concerns.
  • Reporting of Service level metrics on a shift basis.
  • Driver monitoring and constant escalation of issues to management for resolution
  • Any additional projects as assigned by Manager.

 

Attitude & behaviours critical to success

  • A strong team player.
  • Driven attitude to get the job done.
  • Willingness and ability to work on different shifts as directed
  • Positive attitude and ability to work well under pressure
  • Highly self-motivated and ability to work independently
  • Ability to adapt to change in a fast-paced, ever changing environment, such as a start-up and transitional operation
  • Customer Service Oriented
  • Ability to deal with multiple stakeholders
  • Strong organizational and communication skills
  • Reporting and data analytical skills
  • Computer skills and applications proficient including Microsoft office (word, excel, etc)
  • Knowledge of call center and logistic systems preferred
  • Strong leadership and people management skills
  • Excellent listening and comprehension skills
  • Detail and process oriented and multitasking capabilities

 

Qualifications needed

  • 1-2 years experience in a Customer Service, Logistics related or Dispatch field required, supervisory experience preferred
  • Candidate must possess at least a Diploma in Operations/Logistics Management
  • Strong organizational and communication skills
  • Reporting and data analytical skills
  • Computer skills and applications proficient including Microsoft office (word, excel, etc)
  • Knowledge of call center and logistic systems preferred
  • Strong leadership and people management skills
  • Excellent listening and comprehension skills
  • Detail and process oriented and multitasking capabilities

Apply for this opening at http://RedMart.recruiterbox.com/jobs/fk0mtjb?apply=true