Business Support Specialist 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 usage

Qualifications & Experience Required:

• Senior Certificate/Matric (Grade 12) or NQF Equivalent.
• 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