Job Description

Dsv Vacancies – Manager, Contact Centre

Manager, Contact Centre, Healthcare

Company: DSV Vacancies

Main Purpose of the Role

The Manager, Contact Centre, Healthcare is responsible for leading a high-performing, service-driven contact centre that supports DSV Healthcare operations. The role focuses on people leadership, service excellence, operational efficiency, and client satisfaction, while ensuring that contact centre activities align with departmental and company objectives.

Job-Related Requirements

• Grade 12

• Minimum of 10 years’ experience in a contact centre or similar external-facing service environment

• At least 3 years’ experience in a people management role

• Strong understanding of pharmaceutical warehousing, healthcare logistics, or related service systems

• Experience working with healthcare or pharmaceutical WMS solutions, with Delta system knowledge being advantageous

• Excellent written and verbal communication and interpersonal skills

Key Duties and Responsibilities

Leadership and People Management

• Lead, motivate, and direct contact centre teams to achieve performance and service targets

• Manage direct and indirect reporting lines, ensuring accountability and high engagement

• Drive a culture of service excellence, adaptability, and continuous improvement

• Handle escalations effectively and ensure timely issue resolution

Operational Management

• Oversee daily contact centre operations, ensuring consistent service delivery

• Review, update, and enforce contact centre procedures and standards

• Monitor adherence to operational processes and compliance requirements

• Identify opportunities for operational efficiencies and service enhancements

Reporting and Performance Management

• Report on contact centre performance, productivity, trends, and improvement areas

• Analyse operational data to support informed decision-making and planning

Systems and Technology

• Act as business owner for assigned system functionality supporting contact centre operations

• Drive the adoption of best-fit IT solutions to improve efficiency and customer experience

• Manage relationships with third-party ordering platform service providers

Financial and Resource Management

• Manage the contact centre cost centre, including monthly cost reviews and annual budget planning

• Ensure optimal resource utilisation aligned with operational demand

Computer Skills

• Proficiency in Microsoft Office Suite

About DSV – Global Transport and Logistics

DSV is a global leader in transport and logistics, operating in over 90 countries with close to 160,000 employees worldwide. DSV offers a dynamic, inclusive, and performance-driven environment where professionals are empowered to grow, innovate, and deliver exceptional value to customers.

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