Contact Center Service Delivery Manager

Client of Jadeer

As a Service Delivery Manager, 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.

Key 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 the 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 accounts receivable issues, and 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 subcontractors.
• 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 the client s meetings, and aligns with the general strategies and actions aiming to improve the level of satisfaction of the client and meet the set CS benchmark.

Essential Skills and Requirements:

• Bachelor s degree.
• Minimum 7 years of experience in a call center environment.
• Minimum 3 years of experience as an Assistant Manager (managing voice account)
• Preferred to have Interpretation Management Experience.
• Knowledge of issues and terminology of the interpreter profession.
• Excellent English
• Excellent Operational Knowledge.
• Understanding of the client s business areas at all levels.
• Knowledge of all COPC requirements.
• Ability to manage 24/7 operations.
• Strong performance track.
• Presentation Skills.
• Decision maker.
• Strong Communication Skills.
• Good Time Management.
• Strong Leadership skills.
• Team Management.
• Client Orientation.
• Results Orientation.
• Quality Focus.