Job
Description
Position Description: Service Delivery Manager We are obsessed with delivering an amazing customer experience. The ideal candidates will be comfortable understanding of customer service, have an appetite for research and gathering data insights, a high level of comfort working with cross functional partners, and a strong analytical mindset. Successful team members have a passion for business success, strong attention to detail, analytical problem-solving abilities, keeping a high level of team motivation and keen eyes for operational inefficiencies. This position requires technical acumen, customer focus and a personable, professional, and collaborative style to solve a range of issues from product troubleshooting to billing. The Service Delivery Manager will be responsible for the day-to-day activities and guidance of the Team Managers or Team Leads within his/her scope. He/she will lead the teams in driving customer experience, improvements and outcomes to deliver sustainable customer satisfaction, increased service efficiency and a positive impact on business performance. The Delivery Manager will be responsible for overall performance of the project. He or she is expected to maintain a lead by example attitude – someone who thrives in a fast-paced environment and understands the importance of quality customer service. You Will Have The Opportunity To Be the voice of the customer and the business Develop and lead a high performing team Meaningfully impact the company’s short-term and long-term success Work closely with teams across the organization Grow your role as you see fit Create an inspiring workplace Essential Skills / Aptitude / Personality Traits Minimum graduate with 12+ years of experience in which 6+ years of experience in People management Experience in leading teams in customer support via voice and chat support or a call center environment Advanced customer focus and customer service skills Exceptional training and coaching skills to motivate employees Great verbal and written communication skills Have full understanding of creating and implementing scheduling and task distribution Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity Adequate knowledge of organizational effectiveness and operations management Strategic thinker with strong analytical and problem-solving skills Good in situational leadership, on the feet thinking. Strong client management, leadership, people management & communication skills Has a positive customer-focused outlook Accurate attention to detail Strong decision-making skills Excellent planning and organizational skills Can emphasize and drive teamwork Analytical, reporting and problem-solving capabilities Proven track record of collaborating with cross-functional groups to produce results ISO, Six Sigma, PMO Certification is an added advantage Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus Position Responsibilities Manage the overall performance of a team of customer service representatives Prompt identification and resolution of issues including implementation of preventative measures. Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement Provide high quality agent coaching to ensure proper understanding of products and services, compliance in client’s policies, and delivery of the best customer service Drive team to deliver continuous improvement and productivity/quality gains Flag and escalate business risks timely Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client Client interfacing improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies Leverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of stated goals. Perform quality controls and monitor production KPI’s, prepare reports and analyze data for your team Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project Flexible with timings to support operations Reporting of data and metrics to respective Business leads Good understanding of the operational drivers behind what drives great customer experience Experienced in change management and can demonstrate improvements on the back of implementation Motivation and Engagement, leadership of the team and developing future leaders Ensure resource optimization Sound operational strengths- Capacity Planning and Resource Management, Travel readiness, etc Assist in preparation of offshore training strategy in terms of training methodology, duration and desirable outcomes Strong retention and Employee engagement strategies Show more Show less
