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

Requirements

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

At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.
We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.

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Vacancy posted 22 days ago

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