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Service Delivery Manager Job in Kenya

Service Delivery Manager (BPO Industry)

Our client is a BPO Center handling both inbound and outbound call center services. 

The Service Delivery Manager will be key in managing and making sure that all the client deliverables for an outbound campaign are not only met but reasonably exceeded. 

The SDM will be responsible for creating the business processes guiding the account as well as provide support, motivation and guidance to the contact centre team leaders and the overall team.

Primary duties & responsibilities:
  • Motivate and inspire the team to meet the set KPIs
  • Assist in developing policy/procedure documents
  • Manage the daily relationship with the client
  • Manage service delivery to the client, promoting continuous improvements of processes, productivity, service quality and customer satisfaction
  • Identify and communicate areas for continued process improvements
  • Ensure that account staffs are well equipped to meet the Service Level Agreements and to achieve all KPIs.
  • Coordinate with other support departments to ensure facilitation of service delivery.
  • Provide regular  and accurate reporting to the client
  • Liaise with the Quality Manager to ensure quality service and customer experience.
  • Manage contact center performance statistics and take appropriate action.
  • Assist with monthly forecasting
  • Provide detailed reporting as required
  • Business degree preferred
  • 2-3 years experience in a call centre environment
  • Ability to motivate staff and drive performance.
  • 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
To apply for this position, send your application letter and CV to quoting the position in the subject line. 

Kindly also mention your current/ last salary and benefits.

Your application should reach the above address on or before 18th December, 2012. 

Only shortlisted candidates will be contacted

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