Manager, Live Chat Experience (1-year contract)
DHL Supply Chain
About Us At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world. Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday. Responsibilities
- Lead the strategic design and operationalisation of the live chat service channel integrating WhatsApp with human agent support
- Conduct comprehensive analysis of current customer service enquiry management operations and identify improvement opportunities
- Design enhanced service delivery models, establish operational frameworks and requirements, and define performance indicators
- Develop user stories, reporting requirements, and knowledge management resources to support live chat operations
- Conduct User Acceptance Testing and manage live chat sessions to build operational competencies
- Develop and deliver training programmes for Live Chat Agents and establish performance evaluation frameworks and metrics to refine the service model
- Personally manage LiveChat sessions to maintain service quality and identify improvement opportunities
- Drive continuous improvement initiatives across operational and technological workflows
- Mentor and develop the Assistant Lead and team members
- Minimally GCE 'O' levels
- 3-5 years of experience in service delivery and/or customer service operations, with at least 2 years in live chat or digital customer support
- Proven leadership and team management experience
- Strong project management capabilities with experience managing complex technology implementations
Vacancy posted 21 days ago
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