GREAT QUALITY AND GREAT SERVICE WILL DEFINITELY IMPROVE THE LIVES OF OUR CUSTOMERS.

Would you like to be part of the most international company in the world?

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 Expressis 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.

Job Summary

Defines, implements and executes the strategic operation of the Call Center, promoting the high performance of its work team in terms of quality, productivity, efficiency, leadership and teamwork. He/she is responsible for the day-to-day operation of the department.

Key Responsibilities:

• Ensures the correct use and administration of the Call Center infrastructure to support the volume of incoming calls with the correct allocation of schedules to achieve the stipulated level of service.

• In charge of the control, planning and evaluation of the customer service budget in order to maintain an efficient operation and allocate the necessary resources to the needs of the same operation and / or new projects.

• Identify trends, volumes and root cause of the demand received to do resource planning and / or define corrective or improvement action plans.

• Acts and makes decisions in real time and with a medium / long-term vision.

• Know the business drivers and the business in general for decision making.

• Manages, directs and leads multidisciplinary teams. Ensures optimal performance and leadership of the Collaborators under his/her charge.

• Build productive and constructive business relationships with external and internal Clients.

• In charge of the development and growth of the team under his charge.

• Promotes the reduction of incidents through the design and implementation of strategies that reduce the possibility of operational or administrative errors that affect the timeliness of delivery and integrity of shipments.

• Maintains a motivated and empowered work team for excellent service execution.

• Creates an environment of synergy and collaboration of intra and inter-area teams that facilitates the achievement of DHL's objectives by getting other people to be actively involved in solving incidents.

• Designs the strategies and procedures that facilitate the achievement of the strategic objectives of the Vice Presidency, communicating them to his/her team and directing them in such a way that their achievement is assured.

• Performs monthly presentations of results to the Vice Presidency in order to detect strengths and areas of opportunity, whose diagnosis allows the design of plans and implementation of actions for improvement in the short, medium and long term.

• Design in conjunction with other areas high impact strategies on the quality and efficiency of the service provided.

• Monitors and controls performance indicators in order to detect deviations from policies, procedures and service levels, executing preventive, corrective and transformative actions as necessary.

Experience/ Competences

• Minimum 3 - 5 years of account management experience, a degree/diploma in business, sales, marketing or equivalent education

• Leadership skills

• Customer Service skills

• Teamwork

• Analytical Skills

• Excellent Spanish & English written and verbal communication & negotiation personality traits.

• Have strategic approach to short & long term actions and planning.

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.