Business Process Optimization Manager

Leads, coaches, motivates and develops station CS BPO organization activities, process standards, optimization, and customer centric teams. Aligns customer service activities and initiatives to support and enhance the objectives of the overall organization, drive customer satisfaction, with assigned CS contacts for all customers. Customer visits and maintains effective relationships with the customers in the area of responsibility; supporting sales efforts; reduction of churn and customer retention. Execution of station and region execution of Global/Country/Local BPO & CS strategy, programs, process improvement (First Choice) and audits. Drives station achievement of CS KPIs; Manages and improves CS performance. Liaises with all stations/network/IMPAT/First Choice/BPST to deploy and develop customer-related process improvements, contacts, and quality. Identifies training needs and opportunities to develop highly skilled teams.

DHL is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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