Service Delivery Manager (BPO Industry)
Our client is a BPO Center handling both inbound and outbound call center services.
Our client is a BPO Center handling both inbound and outbound call center services.
The
Service Delivery Manager will be key in managing and making sure that all the
client deliverables for an outbound campaign are not only met but reasonably
exceeded.
Primary duties & responsibilities:
- Motivate and
inspire the team to meet the set KPIs
- Assist in
developing policy/procedure documents
- Manage the daily
relationship with the client
- Manage service
delivery to the client, promoting continuous improvements of processes,
productivity, service quality and customer satisfaction
- Identify and
communicate areas for continued process improvements
- Ensure that
account staffs are well equipped to meet the Service Level Agreements and
to achieve all KPIs.
- Coordinate with
other support departments to ensure facilitation of service delivery.
- Provide
regular and accurate reporting to the client
- Liaise with the
Quality Manager to ensure quality service and customer experience.
- Manage contact
center performance statistics and take appropriate action.
- Assist with
monthly forecasting
- Provide detailed
reporting as required
Experience/qualifications:
- Business degree
preferred
- 2-3 years
experience in a call centre environment
- Ability to
motivate staff and drive performance.
- 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
To
apply for this position, send your application letter and CV to
personnelsourcing@consultant.com quoting the position in the subject
line.
Kindly
also mention your current/ last salary and benefits.
Your application should reach the above address on or before 18th December, 2012.
Your application should reach the above address on or before 18th December, 2012.
Only
shortlisted candidates will be contacted
