Team Lead, Documentation Management (1-year contract)

Responsibilities:

Documentation Management

• Create process documentation, including standard operating procedures (SOPs), workflows, and process maps
• Develop training manuals and user guides that effectively communicate procedures
• Design clear and professional process flowcharts and diagrams using Visio, Word and PowerPoint.
• Prepare training materials using PowerPoint

SharePoint Management

• Implement document naming conventions and version control
• Create document libraries and folder structures
• Set up metadata, tags, and search functionality
• Configure and maintain appropriate access permissions and security settings

Requirements:

• At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions
• Diploma / A-Level / Degree
• Ability to train the Contact Centre team on systems and programme-related information
• Self-driven with excellent interpersonal and communication skills
• Good communication skills in English
• Proficient in Microsoft Excel applications
• Ability to take the initiative, work independently, and accomplish tasks with minimal supervision
• Ability to work shifts, weekends, and public holidays when required
• Ability to handle difficult interactions in a professional manner

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.