Senior Social Care Supervisor

Canada-Ontario-Brampton | Full-time | Permanent | Standard

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 Express is 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.

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What The Position Is All About:

As the SeniorSocial Care Supervisor,you will lead a team of social media coordinators to ensure timely and accurate information is provided to customers in a professional manner for all inquiries or escalations through social media sites along with email, chat, websites, phone, and/or face-to-face contact with customers. Analyzes and makes recommendations based on volume and trends along with other factors to forecast future customer service needs including staffing and capacity. You will be responsible of ensuring that your team members are carrying out their duties and responsibilities in accordance with their position requirements and that they are aware of all daily and monthly targets; and can conduct daily and monthly follow-ups to achieve targets.

What you will be doing:

• Work with appropriate parties to continuously review service levels to ensure optimal resources utilization, enhanced productivity, and the most cost-effective and efficient service levels for current and future customer needs
• Act as a direct point of contact for escalated issues relating to social media inquiries/complaints to mitigate any negative impact online and to drive best in class standards with a view towards establishing and maintaining a competitive advantage.
• Ensure company policies and procedures are implemented and adhered to, ensure compliance

• In collaboration with the Customer Care team, evaluate customer complaints and ensure that they are taken care of on-time, reporting service failures to source and make recommendations to prevent recurrence
• Assist and guide team in resolving issues arising from Customer Interactions, and co-ordination with other functional departments like Marketing, Brokerage, Finance, IT and Operations.
• Liaise with Marketing to review brand compliance and creation of material for sites such as Twitter
• Work closely with regional and country contacts to coordinate new social media pages and continuous improvements/campaigns to increase customer following and traffic.
• Work closely with regional and country contacts to coordinate new social media pages and continuous improvements/campaigns to increase customer following and traffic
• Work with regional and country contacts to expand current portfolio of sites, this includes implementation, testing and /or change request of any new or existing technology and functionality
• Work closely with the local and regional teams to leverage technology to automate processes as well as formulating a contingency plan in times of outages. In which case, promptly alert IT on problems arising from CS applications to ensure minimum disruptions to service
• Highlight areas for improvement with suggested solutions to improve DHL’s social media sites, website, procedures, technology and service to positively enhance our customers’ experience
• Highlight areas for improvement with suggested solutions to improve DHL’s social media sites, website, procedures, technology and service to positively enhance our customers’ experience
• Champion voice of the customer initiatives through proposal of process improvements
• Liaise with all DHL employees in a professional and cooperative manner at all times, and consistently strive to promote a positive team spirit and conduct team engagement activities
• Undertakes any other related tasks or responsibilities as reasonably directed or required

What you have:

• Proven supervisory experience & leadership skills in a service industry
• Good working knowledge of CSV, GEMA and the DHL websites
• Proven customer service & interpersonal skills
• Proven problem solving/decision making skills
• Proven ability to manage multiple tasks and work under pressure
• Demonstrated success in achieving targets
• Proven experience working with Social Media sites