Service Delivery Manager
Description
As an important role within the KenCall operations management team, the service delivery manager will be instrumental in managing our contact centre to achieve our KPIs; the successful candidate will have the opportunity to take ownership of businesses processes, provide guidelines and support to our contact centre team leaders and therewith actively contribute to the continued success of our customer operations
- Manage the
daily relationship with the clients
- Identify and
communicate areas for continued process improvements
- Ensure that
staff are equipped to meet Service Level Agreements (SLAs) and to
achieve all KPIs.
- Provide
regular / ad-hoc reporting and manipulate data as requested.
- Manage quality
and customer experience together with the Quality Manager
- Assist in
developing policy/procedure documents
- Manage
contact center performance statistics and action appropriately
- Assist with
monthly forecasting
- Provide
detailed reporting as required
Experience/qualifications:
- Business
degree preferred
- 2-3 years
experience in a call centre environment
- Strong
analytical, communication and organizational skills
- 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
Note:
To apply, please go to http://www.kencall.com/cats/careers and apply Online. Applications through
any other channels will NOT be accepted.
