To be a sucessful Customer Contact Director, you will have a track record of driving KPIs and coaching your team through open communications and MBWA (management by walking around). With your contagious entrepreneurial spirit and ability to manage strategic direction as well as tactical implementation planning of CS strategy, you will empower your team to drive business results in order to capture and enhance the customer experience. In addition, you will ensure compliance with safety, security, regulatory, and DHL’s policies.
How You Will Contribute to DHL
• Attract, hire, develop, and retain the talented people needed to move to next level the DHL customer experience
* Leverage our internal network by collaborating with colleagues in other departments and with functional leaders to provide excellent levels of customer service processes
* Analyze and make recommendations based on volume trends and other factors for forecasting future customer service needs, including staffing and capacity
* Actively drive Center of Excellence every day and ensure the Customer Service team meets or exceeds their targets on daily basis
* Meet or exceed key performance metrics, including escalation rates, case resolution times, complaint rates, product launch effectiveness, and customer loyalty
* Motivate and enable your enthusiastic Customer Service team to have their best day every day
Desired Skills and Experience
Do You Have What it Takes?
Basic Qualifications
• Must be at least 18 years of age
• High School Diploma or Equivalent (GED)
• Must be a US Citizen or a Permanent Resident
• Most poses a valid Driver’s License
Education
• Bachelor of Science/Bachelor of Arts in related discipline
Experience
• 10+ years experience in related field
• 10+ years leading an organization of 200+ employees and managing direct reports
You’re GREAT At…
• Having extensive depth and breadth of expertise and experience in Customer Service
• Being able to apply and/or developing highly advanced technologies, principles, theories, and concepts to drive the customer service function
• Having a record of developing others: able to identify and leverage talent strengths and close talent gaps
• Proficient in networking and building effective relationships at all level, within and outside of the organization
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