Contact Centre Manager - Customs Affairs

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross-border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

Role Context

Responsible for supporting the Customs Affairs Manager in the daily control and management of the Customs Affairs Department, which includes maintaining and developing DHL’s Gateway Customs Affairs Standards, thus ensuring an excellent service to the network and satisfying and meeting our customer needs.To provide leadership and direction to a large team of frontline and backline Customer Service employees in an inbound call centre set up, and who are responsible for providing clearance expertise, tracking shipments and dealing with various types of enquiries and complaints. Strive to achieve all KPI’s relating to the position, including Grade of Service, Abandoned Calls; revenue targets for sales of insurance and time-definite deliveries and cost control. Ensure that all staff delivers best in class customer service to ensure customer satisfaction, brand loyalty and repeat business.

Key responsibilities

• Ensure improvement of Customer Satisfaction through customer service initiatives and strategies.
• Enable and manage the achievement of service performance that meets or exceeds customer expectations and differentiates DHL from the competitors.
• Ensure regional service standards are met or exceeded on all DHL OPS scorecards.
• Exercise forward planning to ensure that maximum resources are utilized and standards are met into. customs clearance. Implement and oversee measures to ensure maximum performance into. Pre-Clearance (COE Performance).
• To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer needs. To implement ISO standards and DHL’s policies and procedures at all times. To ensure awareness of and adherence to all required policies and procedures with the team.
• To ensure their scope of work aligns to Center Of Excellence Guidelines, ensuring a fully compliant Center of Excellence at all times.
• Ensure all elements of a ‘Center of Excellence’ Call Centre is in place for Frontline.
• Quarterly Audits on Frontline COE elements to be conducted to ensure full compliance.
• Manage the process of recruiting, training and scheduling of staff to ensure that there is always sufficient staff to meet customer demand as per OET standards.
• Ensure that sufficient backup staff are trained to cover for unscheduled leave, and churn at all times
• Identify trends with regard to call arrival patterns; staff absenteeism and other factors affecting the availability of staff to meet customer demand, and take actions to address the shortfall both locally and across the network.
• Plan and manage leave to ensure that staffing needs are met based on varying seasonal customer demand whilst analyzing non-paid leave and managing accordingly.
• Manage productivity to maintain efficiency within the department
• Make use of times when the department has sufficient resources to conduct cross-training to ensure that the more specialized functions are covered during absence of regular staff
• Keep overtime to a minimum – explore alternative options and monitor all overtime claimed to ensure that it is paid correctly
• Make sure that overtime worked by an individual does not exceed the legal limit at any time
• Implement and keep updated time and motion studies to determine the number of staff required to perform each function, based on forecasts.
• Conduct recruitment in line with company policies and procedures
• Ensure that all employees recruited are of the highest calibre, regardless of whether they are an internal or external appointment
• Ensure that recruitment does not exceed the approved headcount at any time
• Ensure that all staff recruited to the function receives appropriate formal training to enable them to fulfill their function correctly
• Deal with all escalated customer complaints effectively and efficiently to improve customer satisfaction and repeat business & Take corrective action at a root cause level for each complaint
• Use alternative service recovery options to reduce the cost of service recovery where possible
• Take corrective action at a root cause level for each complaint received to try and prevent a repeat event
• Undertake monthly root cause analysis and action plans to ensure that reasons for complaints are reduced on an on-going basis
• Write apology letters as required by the customer adhering to DHL’s brand standards
• Review and approve/decline GWEB request sent from Finance
• Active Leadership through campaigns, initiatives and be a Role model of DHL’s ICCC and CIM behaviours to encourage desirable behaviours
• Constantly introduce new activities, campaigns and initiatives aimed at improving morale and motivation within the department
• Maintain an open door policy and encourage employees to discuss their concerns openly without fear of reprisal
• Implement development plans for all permanent staff to assist them to encourage loyalty to the company and reduce churn
• Ensure that counselling and disciplinary action takes place when appropriate and in line with company policy and procedure
• Aim to provide firm, fair and consistent application of the rules to all employees
• The Contact Center Manager is responsible for ensuring all DHL application tools used are deployed and utilized correctly in the Frontline teams.
• Supervise the operation of Customs Clearing which includes: -
• Daily monitoring and controlling of all procedures, processes, quality, quantity of the department,
• Plan and implement corrective actions to improve service and transit time performance.
• Continual review of current export process to ensure that the maximum time and performance is achieved with the available resources.
• Manage roles and responsibilities and performance targets and goals within import team.
• Plan, organize and direct efficient and effective functions.
• Monitor IKOs/KPIs with team members and monitor individual performance.
• Manage the allocation of appropriate resources and commitment of staff to the achievement of Regional objectives and targets.
• Identify training needs and opportunities to develop a highly skilled functional department.
• Mentor, guide and coach staff to ensure that the highest service levels of engagement is obtained to achieve setout targets.

Minimum Requirements

Education & experience

• Matric
• Degree in the Logistics and Supply Chain field will be an advantage
• 5-7 years’ experience in a management role in the express or logistics industry specialising in Customs clearance and Contact Centres
• Previous Management or Supervisory experience
• Valid driver’s license

We are looking forward to your application.