Customer Service Development Managerdevelopment

2 weeks ago

Johannesburg, South Africa DHL Full time

**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***

To ensure provision of a range of specialist functions whose ultimate aim is to provide business analysis support to Customer Services Management. The specialist support includes manpower planning, forecasts, staffing, shifts including holiday and out of hour scheduling, Customer Service Technology support, trend analysis and reports supporting all other areas of the Customer Service department, enabling them to function smoothly both on a day-to-day basis and as regards longer term development. To ensure smooth running of Customer Services business Tools and Technology taking initiative to ensure it is constantly reviewed and that recommendations to improve productivity and cost reduction is made, by addressing technical issues effectively and on time.

**Key responsibilities**
- 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.
- Quarterly Audits on Business Support COE elements to be conducted to ensure full compliance
- Identify the need for recruitment based on call/trace volume forecasts and Erlang C and trace staffing model.
- Produce training schedules for CS management in line with customer demands (calls and traces) and training deadlines to ensure that customers are not negatively impacted, and service levels are maintained.
- Co-ordinate the scheduling of shifts based on forecast volumes; anticipated staff leave and other events impacting on workforce requirements. Monitor and manage staff leave requests for the department to ensure all areas are adequately staffed.
- Use manual forecasting and scheduling techniques to ensure the correct number of staff are scheduled for each shift to ensure optimal staffing levels to meet all KPI’s.
- Assist the line manager to develop and implement creative incentives and commercial campaigns to drive frontline. Accountable for ensuring that the team meets targets for sales lead generation, quote conversion and value-added services
- Manage specific project resources to support change and development initiatives within the CS function, e.g. Contact Centre, GEMA, CSV, PCS, CS Combine, MCT, KART, all CS Processes, Procedures and ‘must do’s’, to enhance Customer Service’s user friendly and productive environment.
- Establish and monitor Service Level Agreements with other parts of the Organization and External Suppliers.
- The Customer Services Development Manager is responsible for dealing with most contacts between DHL, Local IT and Global Team with regards to Customer Services. Therefore, must provide high level, quality structured analysis and business expertise, to ensure projects are completed successfully on time and within Budget.
- Assist CS management with the compilation of various daily, weekly and monthly reports to analyse performance.
- 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
- Act as an integral part of the CS Management Team whose ultimate goal is to provide a seamless and flawless service to our customers.
- Prepare cheque requisitions in line with Finance Department’s requirements and ensure that these are submitted in time for month end and other payment deadlines.
- Keep a record of all invoices received to ensure double billing does not occur, and to accrue for invoices not received at month end. Monitor supplier performance against any SLA’s in place and take timely action to address a

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