Director of Customer Service Development

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Responsible for Customer Service Staffing by managing Advisor Capacity and Workload. Responsible for visibility of center's performance. Ensure that service continuity meets all Service Level Agreements including the review of day to day performance, weekly and monthly trend identification, and yearly planning and forecasting. Comply with all Center of Excellence standards relative to workforce planning. Execute the Training priorities for staff effectiveness. Drive Quality and Innovation in the department.

Key Responsibilities:

• Frequent contacts with senior executives within DHL
• Expert advisor to peers and internal customers
• Collaborates with senior management to deliver strategic business results
• Builds collaborative working relationships across groups; evokes loyalty and respect
• Contacts are frequent with individuals outside DHL on broader, more strategic issues
• Builds measurable stakeholder value
• Expert advisor to external customers; serves as a resource to industry groups, professional associations, and/or customers

Senior Executives

• Partner with Senior Management to provide recommendations on enhancements, cost savings or process improvements
• Ensure risks are mitigated and that expectations are realized in a time and cost conscience matter

Global

• Collaborate with Global cross functional teams on system enhancements to Global applications, IVR design and provide recommendations on new systems/process

IT Support

• Partner with IT on system design changes, testing, and rollout of new technology and enhancements to existing applications
• Expert advisor on external customers; serves as a resource to industry groups, professional associations, and/or customers
• Other DHL CS systems used by the Customer Service staff (e.g. CSV, GEMA) by giving user feedback of performance and design
• Regional Office and Sub function Managers
• Collaborate with RO, cross functional and teams to support revenue generating activities service excellence initiatives (e.g. campaigns, new promotions, products and services) for roll-out in the country
• Liaise with RO, Hub, Gateway, Ops and relevant departments to launch new initiatives for performance enhancement and ensure its smooth implementation to the country office
• HR Training & Development Manager
• Liaise closely with HR to evaluate training, retraining needs of staff and identify training gaps to keep staff abreast of changing needs of DHL customers
• Customer Service Performance Excellence
• Exercise discretion over day-to-day operations of the function for which he will have authority
• Monitor in real time the Key Performance Indicator (KPI) compliance for all teams, and activate contingency plans to recover from underperformance
• Identify potential technical issues and escalate to the relevant departments for timely resolution. Follow up on action and ensure service continuity
• Maintain a holistic view of the department's performance and provide recommendations to all areas in Customer Service to ensure the best overall efficiency
• Collaborate with regional office to align the workforce management practices with global business rules, standards, practices and mandates
• Produce standard and ad-hoc reports of center's performance, as requested
• Provide real time, daily, weekly and monthly visibility on workload and advisor capacity
• Review standards for workforce management, and establish commitments and service level agreements to ensure consistent execution
• Analyze and review workload trends and produce adequate
• F orecasts based on historical data, business trends and external factors
• Forecast, analyze, track and review advisor productivity, utilization, shrinkage and adherence to schedule
• Prepare different reports that provide visibility on workload and advisor capacity
• Maintain and update documented work procedures and instructions ensuring that they are updated and accurate as per current practice
• Maintain staffing databases and ensure consistency of different records between the various customer service applications and systems
• Support user changes, modifications and additions to the different customer service applications
• Review in conjunction with customer service management the current processes in the center and optimize keeping focus pillars as guiding principles
• Forecast effectively to accurately predict schedule and manpower needs in a cycle that accommodates lead times
• Monitor real time contact center performance and install effective resolution steps for immediate outcomes
• Manage DHL's chosen tool for Workforce Management (WFM) to create accurate forecasts and schedule that will enable the contact center manager to realize the service level and other KPI targets
• Ensure that staffing requirements for the different customer service functions are met, and ensure that resources are optimized at all times
• Plan, monitor and adjust staffing in the contract center schedules against actual call arrival patterns to minimize over or under staffing situations and in alignment with agreed financial and service level targets
• Coordinate the customer service training program and other customer service related training in line with the customer service recruitment schedule continuous Improvement and Innovation
• Stay current with state of the art trends and implementations in the Customer Service and Customer Experience industry
• Lead the implementation of processes, tools and technologies that positively impact the customer's experience, the employee's morale and/or the financial results of the company
• Design, implement and ensure execution of standards for real time management of daily performance for all teams
• Analyze best in class practices and implement accordingly in the department to obtain the maximum efficiency
• Interact with training team to establish timelines and schedule to conduct training sessions for Customer Service Staff
• Interact with IT on Customer Service applications by monitoring and communicating system functioning and service continuity for Customer Service applications that enable advisors to manage customer requests, Workforce Management tools, and ACD and reporting functionalities
• Review operational trends, expected service changes and service incidents that can affect Customer Service workload
• Design, propose, implement and document efficiency improvement activities that lead to cost reduction or service improvement within the Customer Service department
• Participate and contribute in cross-departmental collaboration to identify areas for service improvement covering processes or controls and recommend specific customer related improvement actions
• Document, consolidate, validate and prioritize customer service business user requirements for applications, other DHL IT systems and vendor-supplied contact center applications
• Apply and adapt to the business reality the best possible forecasting methodologies and models in alignment with Center of Excellence standards
• Design, plan, communicate and execute cross team support programs including loaning programs and proactive and reactive overflow
• Quality Assurance and Training
• Lead the Quality Assurance programs and plans
• Manage the quality standards in the center and ensure the Global, Regional and Local standards and processes are followed and met
• Design, plan and implement the training priorities for the center, combining the Global and Regional standards, with the Local priorities
• Ensure adherence to the global guidelines of training and the Certified International Specialist structure is followed
• Design, create and oversee new hire induction plans that guarantee proficiency of the staff as they start their career with DHL
• Liaise with different quality departments in the company to share the voice of the customer and own initiatives on improved customer experience and satisfaction
• Support the Assist line, Escalation and Technology Support Teams
• Define the strategical focus for the team, and implement a tactical plan to ensure adequate support for the Customer Contact operation at minimal cost
• Implement plans for increased efficiency in the center and employee development
• Evaluate, improve and enhance customer service to achieve competitive advantage and explore new business opportunities
• Ensure all pre-determined service standards are consistently met and reviewed to reflect developments in competitive offerings
• Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage
• Develop a high performance service culture within the team
• Plan, organize and direct an efficient and effective team of customer service professionals
• Develop KPIs with team members and monitor individual performance
• Conduct performance appraisal
• Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets
• Identify training needs and opportunities to develop a highly skilled into the Department People Management
• Manages a large number of service, production, or support employees via subordinate supervisors or a team of exempt professional individual contributors and applicable staff in Associate roles
• Primary contribution is managing other people
• Ensures performance planning, coaching, and evaluation occurs per policy
• Recommends pay adjustments and promotions
• Must supervise 2 or more employees
• Plan, organize and direct an efficient and effective team of professionals
• Develop IKOs/KPIs with team members, monitor, and hold subordinate(s) accountable for team and individual performance
• Conduct performance review and coaching
• Identify training needs and opportunities to develop bench strength
• Employee Retention: Create & foster an organizational culture where the corporate values of respect and results are equally supported
• Provide regularly scheduled one on ones for feedback with employees to ensure clear understanding of goals while creating a positive environment for employees to develop to their full potential

Skills & Qualifications:

• Key capabilities Has extensive depth of expertise and knowledge in specialized functions or business areas
• A thorough understanding of specific aspects of work supervised and practical application to problems and situations ordinarily encountered. Develops advanced concepts, techniques, and standards
• Develops new applications based on professional principles and theories
• Viewed as expert in functional or business area within DHL.
• Deals with cross-cultural tactical issues
• Provides guidance and leadership in the design, development, implementation, and progress/success measurement of large, complex, cross-functional projects by using project management methodologies, conducting needs analysis, and developing plans, budgets, deliverables, and performance measurement tools
• Meets with customers and prospects to understand unique needs through a detailed discovery process
• Monitors project plans and schedules, ensuring completion within project guidelines
• Secures resources and commitments from appropriate sources
• Identifies and works to overcome barriers to project progress/success when necessary
• Evaluates resources and costs required in making business decisions
• Manages project resources during project execution
• Develops and maintains productive working relationships with project team members and other key stakeholders by establishing and maintaining regular communication
• Directs project team meetings with stakeholders and clients to discuss project issues, direction, and implementation strategies, and to solicit alternative viewpoints; facilitates problem solving and decision making through influence
• Develops and implements customer specific enhancements that improve the overall service performance and profitability for DHL
• Communicates project updates to senior management on a consistent basis; submits all necessary monthly status reports (corporate, regional and/or local)
• Supervises two or more staff; responsible for hiring, coaching, training, and developing subordinate staff
• Assigns work, sets completion dates, reviews work, and manages performance in accordance with organizational policies, procedures and performance management processes

• 8-10 years experience in related field, including at least 5 years of supervisory or management experience
• Typically requires BS/BA and professional certification required in some areas

Employee Benefits & Incentives

DHL benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings - 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off - Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.