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  • Entry level
  • No Education
  • Salary to negotiate
  • San Francisco


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Ref: req70403

You can be our Duty Manager leading our team in Heredia Costa Rica, to exceed expectations of our customers! Working closely together with our Leads and Jr Associates you can be the Manager of an ambitious Operational team focused on Growth through Quality.
It might be brand new but DHL is the leading logistics company in the world with many years of experience. Working for DHL will enable your further personal and professional development.
This is our offer:
The Duty Manager will manage the day to day operation. They will be supported by Supervisors and Senior Agents and ensure delivery of accurate and timely data as per the country’s requirements.

They will need to align resources to the delivery requirements and in accordance with the expected volumes and fluctuations, whilst ensuring that both Respect and Result behaviors are observed.

Promote a continuous improvement mindset by leading from the front on change and automation initiatives.

Control costs, balancing the operational requirements against resources allocated, ensuring utilization of the staff while meeting or exceeding the required quality and productivity targets.

Deliver on development of the agents, ensuring that all of the training needs required to provide the services outlined is provided with adequate back-up and contingency.

Establish relationships with the stakeholders, communicating and coordinating with each contact to ensure objectives and expectations are clear.

This is your job:
Must be willing to work on rotating shift pattern and 24/7 availability.
Coordinate shift operations to meet operational demands at high service quality.
Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
Meet with the Supervisors to determine resource requirements and allocation in accordance to the operational requirements.
Take reasonable measures to solve abnormal operation problems.
Manage, instruct and motivate the staff, and provide appropriate evaluation and training based on performance of staff.
Develop IKOs/KPIs with team members and monitor individual performance, including coaching and conduct performance appraisals.
Publish operational report.
Liaise with all stakeholders, ensuring that information is shared and communication is proactive.
Keep updated on the performance and training needs of staff, and develop relevant plans and actions.
Identify training needs and develop a highly cross skilled department.
Develop good relationships and communication methods to ensure compliant and smooth operations.
Prompt reaction to enquiries, and ensure that all issues and challenges are addressed and a solution found.
Actively work with the teams to deliver alignment of the process in accordance with Global SOP.
Comply with the regulatory policy and rules to ensure compliance.
Develop a culture of quality, operational excellence, continuous improvement, flexibility and cost consciousness.
Develop a team spirit, ‘As One’ culture, with cross utilization and multitasking capabilities within the team.
This is you:
Preferred 7 years of working experience in DPDHL
Degree holder / University graduate or equivalent experience
Proven record managing large complex teams, experience in a transactional environment (Call Center/BPO/QCC) is an advantage.
Ideally possess a solid understanding of DHL Express processes related to Operations, specifically in the areas of Global Manifesting and Customs Clearance
A continuous improvement mindset.
Software skills (Word, Excel, PowerPoint).
Process oriented and able to work under pressure.
Demonstrated ability to think conceptually and translate this into practical action.
Strong process documentation skill.
Adept and identify opportunities for process and quality improvement and effecting change.
Strong man management and proven process improvement deliverables is a must.
Excellent communication, influencing, negotiation and interpersonal skills, spoken and written in English.
DPDHL offers excellent opportunities of professional growth, with attractive benefits package and competitive salary conditions.

Division V3, EXPRESS
Business Unit DHL Express Costa Rica
Location Heredia
Job Type Finance & Controlling
Career Level Team Leaders &

About the company

DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 285,000 employees, we provide solutions for an almost infinite number of logistics needs.

DHL is part of the world's leading postal and logistics Group, Deutsche Post DHL and encompasses three divisions: DHL Express, DHL Global Forwarding, Freight and DHL Supply Chain.

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