Service Delivery Manager - Global eCommerce - USA

Providence, Rhode Island, USA
16 Jun 2017
03 Jul 2017
Stefania Cook
Job function
Customer Service
Full Time
Contract Type

Service Delivery Manager - Global eCommerce - USA

Our client is looking for an experienced and talented Service Delivery Manager to establish and build up a new team from scratch to oversee the daily operations of their contact center division. You will ensure the contact center meets agreed service levels, statistics and targets set out by the Senior Director of Operations.

About you:

  • You thrive on handling multiple projects and effectively managing different timescales
  • You're warm and personable with an outstanding ability to interact with a variety of individuals, including building strong partnerships with other departments
  • You're an assertive team player with high energy to work in fast-paced environment

Your experience:

  • You will bring a minimum of 10 years of experience in BPO/Contact center environment
  • You have at least 5 years management experience
  • You also possess a strong track record of evaluating, analyzing, implementing, leading and monitoring effective and efficient processes to proactively improve center efficiency and staff performance

About our client:

They are one of the fastest growing online hotel booking platforms in Asia, with a global footprint. Despite the success and size of the company, they still operate with a start-up feel.

About the role:

  • Maintain and improve call center operations and prepares call center performance reports
  • Ensure call center is resourced adequately by shift, foster associates to learn, develop and adapt to a constantly changing work environment and build and maintain positive team morale by leading by example to directly and indirectly motivate and generate enthusiasm among call center agents, and reduce attrition levels within call center.
  • Research and analyze root cause of problems, identify trends and recurring problems and suggest resolutions
  • Establish clear roles, directions, responsibilities, and performance requirements for call center supervisors, suggest the leadership and executive programs for them to ensure that the team leaders are empowered
  • Oversee the workflow management and quality of work, ensuring overall compliance with government regulations/local laws of the land
  • Responds to escalated inquiries, complaints, and disputes from customers and internal business partners

Sounds like a great fit? Then please apply with your CV today.

Our client is an equal opportunity employer and values diversity. They do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

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