Service Delivery Manager (BPO Industry)
Our client is a BPO Center handling both inbound and outbound call center services.
Our client is a BPO Center handling both inbound and outbound call center services.
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:
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
Experience/qualifications:
- 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 personnelsourcing@consultant.com 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.
Your application should reach the above address on or before 18th December, 2012.
Only shortlisted candidates will be contacted
