Omni Channel Supervisor

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives. Start YOUR career with DHL today… DHL Express currently has an opening for a Omni Channel Supervisor in our office in Winnipeg, MB. This role is responsible for leading and engaging a team to ensure timely and accurate information is provided to customers in a professional manner for all inquiries or escalations through various sites such as call, chat, email, websites, social media, phone, and/or face-to-face contact with customers. Analyzes and makes recommendations based on volume and trends along with other factors to forecast future customer service needs including staffing and capacity. Shift: 11am to 7pm CST, Monday to Friday How will you contribute to the success of DHL? * Conduct employee hiring and assessment to ensure accurate fit. Roll out training and provide on-the-job assistance and support for new recruits. * Ensure team members are appropriately supervised and managed to enable them to carry out their duties and responsibilities in accordance with their position requirements. * Ensure team members are aware of all daily/monthly targets and conduct daily/monthly follow up to achieve targets. * Coach team members on their daily performance with particular emphasis on individual and departmental KPI's and targets, processes and systems, training tips and updates. * Encourage and guide team members to achieve higher performance standards and set clear expectations to ensure proper conduct and outstanding customer service. * When necessary, implement performance management / accountability measures. * Ensure all members of the team are appropriately trained and evaluated, identify any training needs and work with training to provide an improvement plan. * Work with appropriate parties to continuously review service level to ensure optimal resource utilization, enhanced productivity, and the most cost-effective and efficient service levels for current and future customer needs. * Act as a direct point of contact for escalated issues relating to social media inquiries/complaints to mitigate any negative impact online and to drive best in class standards with a view towards establishing and maintaining a competitive advantage. * Ensure company policies and procedures are implemented and adhered to ensure compliance * In collaboration with the Customer Care team, evaluate customers’ complaints and ensure that they are dealt with satisfactorily, reporting service failures to source and make recommendations to prevent recurrence. * Assist and guide team in resolving issues arising from Customer Interactions, and co-ordination with other functional departments like Marketing, Brokerage, Finance, IT and Operations. * Work closely with regional and country contacts towards continuous improvement on digital channels to increase customer traffic to digital channels and implementation, testing and /or change request of any new or existing technology and functionality. * Work closely with the local and regional teams to leverage technology to automate processes as well as formulating a contingency plan in times of outages. In which case, promptly alert IT on problems arising from CS applications to ensure minimum disruptions to service. * Channel VOC and highlight areas for improvement with suggested solutions to improve DHL’s social media sites, website, procedures, processes, technology, and service to enhance customer experience. * Liaise closely with Ground Operations and Gateway to resolve ongoing problems encountered by customers. Jointly develop new or enhance existing procedures relating to pick-up and deliveries to maximize customer satisfaction. * Identify and promote areas with potential for revenue generation to cross-sell, upsell services, ensure Agents are aware of Commercial targets and coach them to drive sales leads and upsell services. * Champion voice of the customer initiatives through proposal of process improvements. * Always liaise with all DHL employees in a professional and cooperative manner and consistently strive to promote a positive team spirit and conduct team engagement activities. * Undertakes any other related tasks or responsibilities as reasonably directed or required. Do you have what it takes? Performance Objectives Responsible for knowing the Global/Regional KPI target requirements as defined in the CS Scorecard Responsible for driving Contact Centre performance and KPI's including but not limited to: * Quality monitoring target 90% * Maintain GOS and ACR * Email 90% responded to in 8 working hours * Chat 90% responded within 60 seconds * Chat < 1% Abandoned after 60 seconds * Chat Concurrency >1.1 * EOS Employee Engagement * Up-selling target * Sales lead target * Customer Interaction or NPA survey results * Employee Opinion survey Results * Mystery Shopper Individual Key Objectives Refer to the Individual Goals section in MyTalent World Minimum Qualifications * Proven supervisory experience & leadership skills in a service industry * Good working knowledge of CSV, GEMA and the DHL websites * Proven customer service & interpersonal skills * Proven problem solving/decision making skills * Proven ability to manage multiple tasks and work under pressure * Demonstrated success in achieving targets * Proven experience working on application implementation/enhancement/testing * Experience working on projects and/or process improvement * Experience with email management tools, preferably MCT * Proven experience working with a Digital Assistant * Proven experience with a quality assurance tool Thank you for your application. Those selected for an interview will be contacted. All applicants are required to pass interviews, a criminal background check for all countries lived in for the past 5 years, and other background checks in order to qualify for the position. We are an equal opportunity employer and believe we will succeed through the recruitment and development of staff who represent the broad diversity of the Canadian workforce