Contact Centre Supervisor

About the role

DHL is seeking a proactive Contact Centre Supervisor to lead a high‑performing team in a fast‑paced environment. You will be responsible for ensuring world‑class service delivery while fostering a motivated and engaged workforce.

Key responsibilities

• Lead, coach and develop a contact centre team to achieve operational excellence.
• Drive customer satisfaction by monitoring interactions and implementing service recovery actions.
• Track and analyse KPI data, turning insights into actionable improvements.
• Manage escalations, complaints and complex customer issues.
• Promote a positive team culture and identify training opportunities.
• Collaborate with cross‑functional teams to ensure seamless customer experiences.

Required profile

• Tertiary qualification in Business Management, Logistics or a related field.
• Minimum 2 years of leadership experience within the express or logistics sector.
• At least 2 years of experience in a contact centre environment (preferred).
• Strong analytical and business acumen.
• Valid driver’s licence (code 10).

Required skills

What we offer

• Career growth opportunities within a global organisation.
• A culture that values innovation, inclusion and teamwork.
• The chance to make a tangible impact on customers worldwide.