In 1976, 9 independent trucking companies and a business developer joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world’s 5th largest supplier of global solutions within transport and logistics. Today, we add value to our customers’ entire supply chain by transporting, storing, packaging, re-packaging, processing and ...
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We require an energetic, service oriented and solutions driven manager for the DSV Healthcare Contact Centre. The incumbent will be required to lead, motivate and direct the resources of the Contact Centre to achieve the department and company goals.
This includes people management; reviewing operational goals, developing and implementing plans in support of these goals; resource management; handling escalations; client engagement and issue resolution and serving as the business owner of specified company systems functionality.
Job Related Requirements
Grade 12
Minimum 10 years working experience in a Contact Centre or similar external facing service team environment
Minimum 3 years’ experience in managing people
Thorough understanding of and experience working with a pharmaceutical warehouse management or logistics service system (Delta an advantage)
Excellent interpersonal and communication skills (written & verbal)
Duties & Responsibilities
Lead, motivate and direct resources (people & systems) within the Contact Centre
Reporting on Contact Centre activities, performance and focus areas
Drive best fit IT solutions for efficiency and service improvement
Review Contact Centres procedures for improvement and ensure are maintained as current
Manage adherence to procedures
Manage direct and indirect reporting line team members within the Contact Centre
Manage cost centre for Contact Centre (including monthly review and annual planning)
Own relationship with and manage third party ordering platform service providers
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