Overview
Contact Centre Supervisor Jobs in Midrand, Gauteng, South Africa at DHL Express
Title: Contact Centre Supervisor
Company: DHL Express
Location: Midrand, Gauteng, South Africa
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.
Ready to Lead and Win? Become Our Contact Centre Supervisor
Reports to: Customer Care and Key Accounts Manager
Why You’ll Love This Role
As our Contact Centre Supervisor, you won’t just oversee operations—you’ll shape an exceptional customer experience. You’ll guide our Customer Service Advisors, ensure every interaction reflects DHL’s commitment to quality, and drive service excellence across the board.
What You’ll Own
- Ensure every customer interaction reflects a commitment to first‑time, ideal solutions and drive adherence to all required policies, procedures, and Center of Excellence (COE) standards.
- Ensure timely acknowledgement, handling, and closure of all inbound and outbound calls, trace requests, and network inquiries within global timeframes.
- Monitor global KPIs to maintain exceptional service performance and full operational alignment.
- Keep customers and network partners updated throughout trace investigations to manage expectations effectively.
- Work closely with Operations, Sales, Finance, and other teams to secure the best commercial solutions that promote customer retention.
- Identify opportunities to enhance workflows, technology, service offerings, and escalate insights to the appropriate teams.
- Manage all CS systems at country level to ensure correct usage, performance, and effective trace allocation.
- Continuously review and reprioritise workloads to ensure timely closure of trace investigations, service changes, and customer‑specific requirements.
- Ensure all traces meet Quality File standards and that customer communication is handled only via MCT.
- Complete monthly audits across all COE elements relevant to the role.
- Monitor root causes of traces, complaints, and claims, provide feedback to the business, and drive corrective actions in line with COE guidelines.
- Identify service improvement areas and recommend practical solutions to enhance DHL’s procedures, technology, and overall customer experience.
- Produce accurate, complete reports and data as required, ensuring management receives all insights needed for analysis and decision‑making.
- Ensure correct usage of all DHL application tools including GEMA, SHERLOC, MCT, CSV, OPMS/C, SCMS, SPARK, GCCU/WFM, and adherence to schedules and AUX codes
- Recruit, develop, and motivate a high‑performing team, ensuring proper staffing for daily functions and projects.
- Provide strong leadership, guidance, and cultural role modelling aligned to DHL ICCC and CIM behaviours.
- Implement development plans, coaching sessions, and performance evaluations; recommend compensation adjustments and apply disciplinary processes fairly.
- Conduct daily PD sessions (except during insufficient staffing periods) and maintain an open‑door policy to support transparency and trust.
- Drive engagement through initiatives and campaigns, identify high‑potential employees, and ensure succession planning for key roles
- Hold monthly team meetings with documented agendas, actions, and follow‑ups.
- Support any other functions required to ensure smooth, effective Customer Service operations aligned with network standards.
What We Are Looking For
- Minimum 3 years’ call centre operations experience with strong knowledge of call centre systems.
- Minimum 2 years’ experience supervising a team.
- Experience managing customer interactions across non‑voice channels (email, chat, social media) is an advantage.
- Strong presentation, training, and facilitation capabilities.
- Solid operational knowledge of the DHL network.
- Proficiency in DHL systems including SPARK, GEMA, MCT, CSV, KART, E‑Case, OPMS/C, SID.
- Strong MS Office skills (Excel, PowerPoint, Word).
- Excellent written and spoken Business English.
Why Join Us?
Because at DHL, we don’t just move shipments—we move careers forward. You’ll work with a global leader that values innovation, inclusion, and continuous learning. Expect growth opportunities, a collaborative culture, and the chance to make a real impact.
Ready to make your mark? Apply now and let’s build the future together
We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.