Role: Service Delivery Manager
Industry Type: BPM / BPO
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Service Delivery
UG: Any Graduate
Location- Work from Office- Hyderabad
Role and Responsibilities
Management of daily activities of a team size of 300+ analysts ò Engages in Customer Escalations ò Ensures achievement of all system, team and individual Customer Service goals and standards ò Manages Key performance indicators ò Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities ò Responsible for administrative aspects including reporting - Superior communication (oral, written), presentation, and interpersonal skills ò Demonstrated ability to develop and implement process enhancements including technology and performance ò Ability to plan, prioritize, organize and communicate/sell effectively ò Proficiency in Work-force management applications, Quality tools and technologies ò Experienced in goal setting (defining and prioritizing specific, driving objectives) òResponsible for Process level compliance on various standards.