Job Overview
Join our dynamic team as a Call Center Service Delivery Manager, where you will play a critical role in ensuring seamless services to our clients and enhancing customer satisfaction. Your responsibilities will span from managing service delivery processes to coordinating with different teams to achieve the highest level of efficiency and client satisfaction.
Main Responsibilities
- Leading and managing an account of 150+ employees.
- Responsible for the quality delivery and Client satisfaction of end-to-end service management within the assigned account.
- Responsible for the management of service delivery, quality and cost optimization, service revenue and expansion, billed work, and overall service client satisfaction.
- Work with their delivery teams to deliver and optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account base meeting and exceeding objectives.
- Responsible for the Quality of Service Delivery throughout the assigned account base.
-Serve as the single point of contact for the Client and Operations team on all service delivery and Client service-related matters and manage all aspects of service delivery operations end to end.
- Ensures service delivery is in accordance with contract service level agreements and meets or exceeds customer expectations.
- Conducts service performance reviews with clients, evaluates and articulates customer service performance levels related to contractual terms, identifies internal and external opportunities to optimize service, and drives and tracks results against plan.
- Responsible for engaging other service delivery support teams and working across matrix organizations to optimize service quality and provide solutions to service delivery issues.
- Responsible for total service revenue and service growth of assigned accounts Accountable for financial management and services cost optimization; Financial responsibility for assigned accounts, including forecasts, assisting with billing queues and invoice and account receivable issues, providing contract and billed work quotes.
- Ensure contract terms and conditions are fulfilled, including on-time and on-budget performance, completion of quality checks, and resolution of non-performance issues with suppliers and sub-contractors.
- Audit team actions, orders, and procedures; frequently conduct skip level meetings to ensure equal chances of support for his assigned team members and encourage a healthy environment which leads to better opportunities for achieving targets and benchmarks.
- Communicates with the client concerning the business reviews operational results participates in client’s meetings and aligns to the general strategies and actions aiming to improve the level of satisfaction of the client and meet the set CS benchmark.
Qualifications and Skills
Benefits and Opportunities
Work Conditions:
If you are a strategic thinker with a passion for delivering exceptional customer service, we invite you to apply and become a part of our vibrant team!