Omni Channel Supervisor

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. 

Start YOUR career with DHL today…

DHL Express currently has an opening for a Omni Channel Supervisor in our office in Winnipeg, MB.

This role is responsible for leading and engaging a team to ensure timely and accurate information is provided to customers in a professional manner for all inquiries or escalations through various sites such as call, chat, email, websites, social media, 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.

Shift: 11am to 7pm CST, Monday to Friday

How will you contribute to the success of DHL?


* Conduct employee hiring and assessment to ensure accurate fit.

Roll out training and provide on-the-job assistance and support for new recruits.


* Ensure team members are appropriately supervised and managed to enable them to carry out their duties and responsibilities in accordance with their position requirements.


* Ensure team members are aware of all daily/monthly targets and conduct daily/monthly follow up to achieve targets.


* Coach team members on their daily performance with particular emphasis on individual and departmental KPI's and targets, processes and systems, training tips and updates.


* Encourage and guide team members to achieve higher performance standards and set clear expectations to ensure proper conduct and outstanding customer service.


* When necessary, implement performance management / accountability measures.


* Ensure all members of the team are appropriately trained and evaluated, identify any training needs and work with training to provide an improvement plan.


* Work with appropriate parties to continuously review service level to ensure optimal resource 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 wit...