Service Delivery Manager
3
Vacancies
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.
improvement.
Carries
out weekly reviews with the various Account Managers 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.
Education
and experience:
- A
Bachelor’s degree.
- Qualifications
in project management will have an added advantage.
- Minimum
of 3 years of work experience in a Call Center environment managing teams.
- Proficient
in MS Office Suite and data analysis tools
- Proven
experience in process improvement and quality management.
- Demonstrated
experience in handling multiple clients and managing expectations of all
stakeholders.
- Experience
in project management is desired but not mandatory.
Key
competencies and attributes:
- Strong
quality and customer focus
- A
skilled negotiator with excellent conflict management skills
- Process-driven
and result oriented
- Excellent
written and presentation skills
- Extremely
detail oriented
- Excellent
analytical and project management skills
- Works
well in a team environment and able to organize and motivate teams.
If
you believe this is an exciting and challenging opportunity for you; then
please apply through www.horizoncontactcenters.com
by Friday, 02nd November 2012