Designation: Manager,
Service Delivery
Location: Bhayander (w), Mumbai
Ctc on Offer: 13-14 lacs p.a
Company
Profile: The Hiring
Company which was founded in the year 2007, provides BPO services for Fortune
1000 clients with more than 37,000 employees in 50 service centers in 22
countries in 50 contact centers. It currently manages more than 100 million
voice, e-mail, and chat contracts a year.The footprint of the company includes
countries across North America, Europe, Asia Pacific, Latin America, Middle
East and Africa delivering service in over 35 languages. It is a premium
business process outsourcing (BPO) service provider specializing in customer
relationship management including inbound & outbound sales, customer care,
customer retention, back office and technical support & warranties. It is
the provider of choice to some of the world’s leading technology, computing,
telecommunications, retail, entertainment/media, healthcare and financial
services companies. It continues to expand its global presence and service
offerings to increase revenue, improve operational efficiencies and drive brand
loyalty for its clients. As a known "Employer of Choice" in the
regions in which it operates in, it is able to attract the best talent,
ensuring its support professionals are truly engaged in their clients'
businesses and brands - resulting in a superior customer experience.
Industry Recognition: One of the Most Honored Global BPO
Providers, this company has been consistently recognized by contact center
industry leaders - winning 127 international awards since the year 2000 in
Global Services, Vendor Awards, CRM Excellence Awards, Best Practices awards,
MVP Quality awards, etc. It is an excellent place to work, grow & enhance
your career prospects, being a preferred employer today.
Summary:
· Maintain operational proficiencies of account(s) by
managing the delivery of support services and operational requirements of the
customer as outlined in assigned contract. Ensure customer contractual KPI’s
are achieved while providing the Team Managers and staff with operational
support. Maintain the business profitability to the gross margin level.
· Manage the staffing needs through recruitment
activities with HR. Plan and manage the development of the staff’s skill sets
to ensure team skill readiness for service delivery. Provide leadership
for our Team Managers to guide them in managing the daily operations. Act as a
resource for clarification of company policies; ensure consistency within the
team through coaching and mentoring, one-on-ones, and performance reviews.
Implement and follow through with necessary disciplinary actions.
Responsibilities:
· Lead
team members, foster their professional development and growth, and promote
teamwork and cooperation.
· Ensure
that the productivity goals for the team are met, including service level,
utilization and customer satisfaction. Manage the operational
requirements of the customer on a daily basis. Monitor call volume, call
quality and manage telephone coverage to effectively support customers and
forecasted call volumes.
· Review
information received from all data sources. Review and take appropriate action.
Team with local Operations Planning group to evaluate staffing needs and make
adjustments to meet changing demands. Work closely with planning team to
identify issues, trends and gaps in scheduling.
· Manage
labor and non-labor costs to ensure business profitability to the contribution
margin level. Participate in the budget planning process. Ensures compliance
and achievements as defined in the annual budget.
· Provide
leadership and guidance to Team Managers with support in administering company
policies and standards. Ensure that standards and practices are consistently
maintained within and between each team.
· Act as
an escalation point for employee relations, and customer issues, where the Team
Manager assesses the need for additional support. Manage conflict and
problem resolution for both types of situations.
· Resolve
personnel issues in a professional and timely manner. Implement all
disciplinary actions in accordance with company policy and ensure consistency.
Identify and develop account procedures and standards and assure compliance.
· Provide
leadership by maintaining an awareness of industry standards and sharing
information with the account.
· Maintain
open communication with all personnel. Act as a resource for answering
questions, resolving product and policy questions.
· Prepare
and process annual performance appraisals of direct reports on time.
Manage the appraisal process within the team ensuring reviews are
processed on time. Establish or maintain achievable goals to effectively
increase the technical, communication, and customer service skills of both the
Team Manager’s and Support Professional’s. Provide guidance for successful
career pathing.
· Conduct
bi-weekly one-on-ones with each direct report to ensure policy and procedure
understanding and compliance. Act as a resource for staff professional
development and work to ensure expected quality and productivity levels.
· Conduct
Team Meetings with direct reports to ensure expedient communication of relevant
information and as an open forum for input from team.
· Complete
bi-weekly payroll for direct reports.
· Work
with other departments and colleagues to ensure effective working relationships
across the organization.
· Stay
current on internal work processes, policies and procedures.
· Responsible
for preparing and delivering monthly and quarterly Business Reviews to clients.
· Responsible
for maintaining professional relationships with Business Directors and clients.
· Responsible
for contributing to the budget planning process and monthly forecasting
updates, including variance explanations.
· Responsible
for understanding and working with the client’s statement of work.
· Responsible
for contributing to the client invoice process and adhering to finance’s
invoice schedule.
· Responsible
for understanding and complying with all company and team policies and
procedures.
· Other
duties as assigned.
Requirements:
·
Skill
in providing an exceptional customer experience.
·
Skill
in verbal and written communication to analyze, interpret and address customer
needs.
·
Knowledge
of contact services industry.
·
Able to
manage multiple projects and tasks effectively.
·
Knowledge
of PC applications.
·
Excellent
problem solving experience and decision making abilities.
·
Ability
to interact effectively with all levels of management and customers.
·
Ability
to work with minimal guidance or supervision in a time critical environment.
·
Ability
to be flexible and quickly adapt to changing business needs and processes.
·
Ability
to motivate and mentor team, presenting new opportunities and challenges for
additional development to achieve desired results.
·
Effective
management skills that demonstrate the ability to balance business goals and
results with staff developmental needs. Specific examples of staff development
through skill development programs a plus.
·
7+
years of management experience in a technical service or service delivery
environment.
·
A
bachelor degree in Computer Science, MIS, or Business
·
Equivalent
education or experience may be substituted for any of the above.
To apply:
Email to: neha.asthana@hr-interface.com
and/or careerconnect.neha@gmail.com
Email Subject:
Service Delivery Manager, Bhayandar, Mumbai location
Pl mention these
details mandatorily (they help in quick referencing your cv):
Name:
Mobile:
Email:
Current Company:
Current Industry:
Current Designation:
Current ctc (With & without variables):
Experience in International BPO/ITES Service Delivery
in years:
Total years of experience other than BPO Service Delivery:
Highest Academic Qualification:
Age:
How soon can you join if selected?:
Reason for wanting to move on from current/last
employment:
Regards,
HR Interface
Corporate Services
Recruitment Par Excellence
Follow us on
Linkedin: http://www.linkedin.com/company/hr-interface-corporate-services/
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