Overview
Liaison Role : Act as the main point of contact between DHL Operations and various stakeholders to address and resolve existing system backlogs and ongoing technical issues related to telephony and CRM.
Responsibilities
Implementation Support : Assist in the planning and execution of upcoming system implementations, particularly focusing on the AQM (Automated Quality Management) and KMS (Knowledge Management System) projects.
Issue Resolution : Follow up with relevant stakeholders to resolve issues pertaining to various contact centre telephony and CRM systems, ensuring timely and effective solutions.
Stakeholder Engagement : Collaborate with various stakeholders to support improvements and enhancements for various systems.
UAT Management : Manage and oversee all User Acceptance Testing (UAT) and system implementations, ensuring that all processes meet required standards and specifications.
Onboarding Management : Serve as the point of contact for onboarding new hotlines and mailboxes, coordinating with stakeholders to ensure successful go-live transitions.
Performance Monitoring : Monitor system performance post-implementation and report findings to DHL operations and stakeholders, gathering feedback to drive continuous improvement efforts.
Documentation Maintenance : Ensure that all project documentation is accurately maintained and updated, including project charters, status reports, and user manuals.
Qualifications
Bachelor’s degree in Information Technology, Project Management, or a related field.
Proven experience in project management, preferably within a systems or IT environment.
Strong understanding of Amazon Web Services, Amazon Connect and other cloud platforms.
Excellent communication and interpersonal skills, with the ability to liaise effectively with various stakeholders.
Strong analytical and problem-solving skills.
Experience in managing UAT processes and system implementations.
Ability to work independently and as part of a team in a fast-paced environment.
EEO Statement
At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all.
We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success.
Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.
We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us.
We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.
#J-18808-Ljbffr