Business Support Specialist - Johannesburg at DHL

Role Purpose

• To ensure provision of a range of specialist functions whose ultimate aim is to provide business analysis support to maintain and supports 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. Ensuring the smooth running of Customer Service telecoms network, DHL's telecommunications tools and network. Ensure that technical issues are addressed effectively and in a timely fashion. Systems ensuring that Customer Service Team can perform their tasks seamlessly.

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.
• Assist in maintaining technical operations of Customer Services, specifically PABX, ACD, AVAYA, GCCU,CSV,GEMA, MCT and all DHL in house applications, ensuring that all systems are available 24hours a day, 7 days a week, 365 days per year.
• The Business Support Specialist is responsible for ensuring all DHL application tools used are deployed and utilized correctly in the Frontline teams. These include but are not limited to:GEMA,NPTS,MCT,CSV,KART,GCCU/WFM
• Adherence to Schedule and AUX Code
• Analytics and Insights: Collect, analyze, and interpret data to identify trends, patterns, and insights related to customer service operations. Provide actionable recommendations based on data analysis to improve efficiency, productivity, and customer satisfaction.
• Performance Metrics: Develop and maintain performance metrics and KPIs for the customer service team. Monitor and report on key metrics regularly, highlighting areas of improvement or concern.
• Process Improvement: Identify process bottlenecks and inefficiencies within the customer service department. Collaborate with stakeholders to develop and implement process improvement initiatives to enhance service delivery and streamline operations.
• Training and Knowledge Management: Assist in the development and delivery of training programs for customer service representatives. Ensure knowledge management systems and resources are up to date and easily accessible for the team.
• Customer Experience Enhancement: Collaborate with cross-functional teams to improve the overall customer experience. Identify opportunities to enhance customer satisfaction, loyalty, and retention through process improvements, system enhancements, and effective communication strategies.
• Project Management: Support customer service-related projects and initiatives by coordinating resources, tracking progress, and ensuring timely and successful implementation. Provide project updates and reports to stakeholders as required.
• Communication and Collaboration: Foster effective communication and collaboration within the customer service department and with other teams or departments. Act as a liaison between the customer service team and other stakeholders, facilitating information sharing and problem resolution.
• Continuous Improvement: Stay updated on industry trends, best practices, and emerging technologies related to customer service and contact center operations. Proactively identify opportunities for continuous improvement and recommend innovative solutions to enhance the overall efficiency and effectiveness of the department.
• Documentation and Reporting: Maintain accurate documentation of processes, procedures, and workflows related to customer service operations. Prepare and present regular reports and presentations to management and stakeholders, summarizing key findings, recommendations, and performance metrics.

Qualifications & Experience Required:

• Senior Certificate/Matric (Grade 12) or NQF Equivalent.
• Postgraduate qualification will be advantageous
• Sound understanding of Call Center structures and functions
• Extensive knowledge of PC hardware
• Time management skills
• Excellent communication skills (written and oral)
• Proficient in Excel
• Able to work evening/weekends if required
• Experience of working in Contact Centre environment
• 2+ years experience in analytical environment
• 2+ years experience in BI reporting technologies i.e. DisplayR, PowerBI, Tableu etc.
• Basic Knowledge of SQL and other programming languages