BPO Internal Operations Analyst

What makes DHL great?  Our people! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.

Certified as a Global Top Employer for the second year in a row, DHL Global Forwarding (DGF) manages the flow of goods and information across a customer's global supply chain utilizing air/ocean/ground transportation, customs brokerage services, and dedicated warehousing/distribution centers. We are part of Deutsche Post DHL, the world’s leading logistics provider with operations in over 220 countries. Visit our career site at https://www.logistics.dhl/us-en/home/careers.html

DHL Same Day is an international expedited transportation company which is part of DHL Global Forwarding. We are in search of a results-driven individual to join our BPO team in Sterling, VA.

Overall Role Purpose:

The BPO Specialist encompasses a number of duties and responsibilities that help drive the strategic focus of enhancing the external customer experience and internal employee performance. This role will measure, gauge, and evaluate the activities of frontline operations team during their interactions with DHLSD customers. The evaluations completed by the BPO Analyst will include not only observation and written feedback, but will also include multitude of tasks aimed at providing operations leadership with appropriate tools to address and improve trends in performance, productivity and VOC stats while balancing costs and service expectations.

Responsibilities:

• Actively and consistently, support all efforts to simplify and enhance the customer experience.
• Contribute meaningful feedback related to employee performance and trending.

Requirements:

• Transportation Industry experience.
• Knowledge of DHL products and services.
• Prior experience documenting processes and procedures is preferred.
• Strong MS Office skills; Must be able to develop complex Excel spreadsheets to produce reporting tools.
• Ability to analyze and interpret large data sets.
• Adaptable to communicate with all levels of an organization.
• Ability to handle and prioritize multiple projects and tasks within deadlines.
• Superior organization skills and attention to detail.
• Ability to maintain confidentiality.
• Ability to make decisions and solve problems while working under pressure.
• Ability to show judgment and initiative and to accomplish job duties.
• Ability to work independently.
• Excellent interpersonal/team skills.
• Excellent presentation, oral and written communication skills.

DHL offer its employees a competitive salary along with a full benefits package that includes medical, dental and vision insurance along with 401k and tuition assistance.

DHL is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status and other protected characteristics.