Bilingual Contact Centre Supervisor – DHL Express – Winnipeg, MB

If you’re a bilingual leader with a passion for customer service excellence and a knack for motivating teams, DHL Express has an exciting opportunity for you in Winnipeg, Manitoba. As the #1 Express Delivery and Logistics Company in the world, DHL Express is looking for a driven Bilingual Contact Centre Supervisor to lead a team of Contact Centre Advisors and keep customer satisfaction at the forefront of every interaction.

This role puts you at the heart of DHL’s customer service operations, where you’ll oversee daily contact centre activities, manage escalations, coach your team, and drive performance metrics — all while championing a positive, collaborative workplace culture. It’s a role that blends people leadership, problem-solving, and a genuine commitment to service quality.

About the Role: Bilingual Contact Centre Supervisor

As a Bilingual Contact Centre Supervisor at DHL Express Winnipeg, you’ll be responsible for supervising a team of bilingual advisors handling shipment inquiries, service failures, customer complaints, and rate questions. You’ll ensure that every customer interaction meets DHL’s high performance standards — from first contact through to resolution. The shift runs from 12pm to 8pm EST, making this a great fit for someone who thrives in an afternoon schedule.

Beyond day-to-day supervision, you’ll play a strategic role in coaching and developing team members, monitoring KPIs and quality metrics, and proactively improving the customer experience. You’ll also serve as a bridge between the contact centre and other departments — including Sales — to flag customer opportunities and address service vulnerabilities head-on.

Benefits and Salary

DHL Express is proud to offer competitive compensation packages along with a comprehensive range of programs, services, and benefits designed to support employees both professionally and personally. As part of a globally recognized organization, team members enjoy access to outstanding career development opportunities, a supportive work culture, and the pride of working for the world’s leading express delivery company.

Responsibilities

As a Contact Centre Supervisor at DHL Express, your day will be dynamic and purpose-driven. You’ll be guiding a team of bilingual advisors through complex customer interactions while maintaining the high service standards that DHL is known for worldwide. Here’s a closer look at what you’ll be doing:

• Supervise a team of Bilingual Contact Centre Advisors, ensuring professionalism and high-quality service during every customer interaction
• Manage customer complaint calls effectively and professionally to drive customer satisfaction and loyalty
• Coach and develop team members to enhance their skills, performance, and adherence to company policies and procedures
• Monitor team performance metrics and KPIs including grade of service, quality monitoring, up-selling targets, and NPA survey results
• Handle escalations as the second-stage contact for priority traces, claims issues, and special handling requests
• Assist with orientation, training, and scheduling of Customer Service staff
• Alert the Sales Department to potential customer opportunities and vulnerabilities identified through contact centre interactions
• Authorize insurance for high-value (security) shipments as required
• Ensure all traces are handled and customer responses are delivered within established time standards
• Maintain a positive work environment that fosters teamwork, open communication, and professional growth

Requirements / Skills

DHL Express is looking for a confident, resourceful leader who can balance people management with operational performance in a fast-paced contact centre environment. The ideal candidate is bilingual, solutions-focused, and genuinely invested in delivering outstanding customer experiences. Here’s what you’ll bring to the table:

• Bilingual proficiency in both French and English (spoken and written fluency is essential for this role)
• 1–2 years of supervisory or leadership experience in a service industry setting
• Proven customer service and interpersonal skills with a track record of handling challenging interactions professionally
• Strong problem-solving and decision-making abilities — you can think on your feet and act with confidence under pressure
• Experience with call centre quality monitoring of agents is a definite asset
• PC proficiency including word processing and spreadsheet applications
• Ability to manage multiple tasks simultaneously in a high-volume, time-sensitive environment
• Knowledge of track & trace systems, or the ability to quickly learn customized DHL platforms

How to Apply

Ready to take the next step in your career with one of the world’s most recognized logistics brands? Submit your application directly through the official DHL Careers posting. Qualified candidates who are selected for an interview will be contacted directly. Please note that all applicants must be prepared to complete interviews and a criminal background check covering all countries resided in over the past five years.

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