Service Delivery Manager
Description
As an important role within the KenCall operations management team, the service delivery manager will be instrumental in managing our contact centre to achieve our KPIs; the successful candidate will have the opportunity to take ownership of businesses processes, provide guidelines and support to our contact centre team leaders and therewith actively contribute to the continued success of our customer operations
- Manage
the daily relationship with the clients
- Identify
and communicate areas for continued process improvements
- Ensure
that staff are equipped to meet Service Level Agreements (SLAs) and
to achieve all KPIs.
- Provide
regular / ad-hoc reporting and manipulate data as requested.
- Manage
quality and customer experience together with the Quality Manager
- Assist
in developing policy/procedure documents
- Manage
contact center performance statistics and action appropriately
- Assist
with monthly forecasting
- Provide
detailed reporting as required
Experience/qualifications:
- Business
degree preferred
- 2-3
years experience in a call centre environment
- Strong
analytical, communication and organizational skills
- High
attention to detail
- Ability
to work and thrive in a multi-tasked, fast paced environment
- Professional
work ethic
- Project
Management skills
- High
proficiency in MS Office tools (Word, Excel, PowerPoint)
- Team
player
Note:
To apply, please go to http://www.kencall.com/cats/careers and apply Online. Applications through
any other channels will NOT be accepted.