Service Delivery Managers – Insurance and Telecommunications Sectors
Horizon Contact Centers is East and Central Africa’s first state-of-the-art and fully on demand international contact center and Business Process Outsourcing facility.
We seek suitably experienced, self driven and motivated Service Delivery
Managers to manage key accounts in the Telecommunication and Insurance sectors.Horizon Contact Centers is East and Central Africa’s first state-of-the-art and fully on demand international contact center and Business Process Outsourcing facility.
Duties and Responsibilities
- Ensures is
knowledgeable on the contents of SOW/SOP/SLAs for the various accounts and
clearly understands the deliverables for each account.
- Undertakes daily
reviews of operational and quality management processes to identify gaps
and areas of improvement.
- Carries out
weekly reviews with the various Operations staff to ensure is fully aware
of any challenges that are being encountered in meeting the SLAs and
tracks performance of each Account.
- Designs and/or
recommends appropriate process improvements for operations and quality
management for each account.
- Oversees the
implementation of these improvements and undertakes regular evaluation of
these improvements to assess improvement in operational effectiveness and
efficiency.
- Critically
analyses each account’s performance to interpret and identify trends;
identify areas of improvement and value add services.
- Prepares and
presents consolidated monthly operational performance reports and
recommends action plans for value add services to increase revenue
streams.
- Works closely
with the operations and quality team to proactively suggest areas of
improvement, and areas of possible increase in revenue streams for each
account.
- Prepares and
presents quarterly strategic reports for each account for internal and
client decision making purposes.
- Responsible for
strategic communication with the clients on Service Delivery and Customer
Satisfaction.
- Undertakes
regular client VOC to calibrate client expectations viz-a-viz Service
Delivery.
Knowledge:
- A Bachelor’s
degree.
- Proficient in MS
Office Suite and data analysis tools.
- General
understanding of ICT
Experience
and skills
- Minimum of 5
years of management experience in insurance and/or telecommunications
industry managing large teams of not less than 50.
- Experience in
leading initiatives and business strategies internally to improve day to
day operations
- Captive or
contact center experience advantageous.
- Proven
experience in process improvement and quality management.
- Demonstrated
experience in handling multiple clients and managing expectations of all
stakeholders.
- Excellent
communication and presentation skills.
- Exceptional
customer service skills are mandatory.
- Demonstrated
ability to meet set performance targets, proven documented track record
(advantage if within a call centre environment).
- Excellent
coaching and feedback skills.
- Demonstrated
cost awareness & business savvy.
- Experience in project
management will have an added advantage.
Key
competencies and attributes:
- Target and
Results driven
- Excellent
leadership skills
- Strong
interpersonal skills
- Decision-making
skills
- Independent
thinking
- Excellent verbal
and written communication skills
- Exceptional
reporting and presentation skills
- Good conceptual
reasoning
- Solution driven
attitude
- Stress tolerant
and resilient
- Self-motivated
- Initiative
- Ability to
assimilate new information quickly
- Flexible and
adaptable
- Team player
- Proven conflict management
skills
- Reliable and
committed
- Good negotiation
skills
If
you believe this is an exciting and challenging opportunity for you; log on to www.horizoncontactcenters.com/careers to
apply.
A highly competitive remuneration is offered for the position.
A highly competitive remuneration is offered for the position.
Only
shortlisted candidates will be contacted.
Closing
date is Monday, 22nd July 2013.