Our
client is urgently looking for a Service Delivery
Manager to manage their Contact Center operations.
The
Service Delivery Manager will be key in managing and making sure that all the
client deliverables are not only met but reasonably exceeded.
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 and optimized to meet the Service Level
Agreements and to achieve all KPIs.
- Coordinate with
other support departments to ensure service delivery across all
performance touchpoints.
- Provide regular
and accurate reporting internally and to the client
- Liaise with the
Quality Manager to ensure quality of service and customer experience.
- Manage contact
center performance statistics and take appropriate action.
- Assist with
monthly forecasting and planning thereof
- Provide detailed
reporting as required
- Conduct regular
performance presentations with relevant stakeholders.
Experience/qualifications:
- Excellent
organizational skills
- Extensive
operational experience in managing a group of 50 people and above
- 2-3 years senior
management experience in the private sector (Contact Center management
experience a plus)
- Ability to motivate
staff and drive performance.
- Strong
analytical skills
- Experience in
reporting at an executive level
- Sound leadership
skills
- Experience in
implementing change
- Sound processes
experience
- 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
- Highly flexible,
willing to work extensive and odd hours to get the job done.
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.
Open until filled.
Open until filled.
Interviews
will begin Monday 13th May 2013