Senior Service Delivery Manager
freeC's Client

Lưu việc
Nhắn tin
Toàn thời gian
Tuyển 1 người
Hồ Chí Minh
Đăng tuyển ngày 22/08/2022

Mô tả công việc

• Service Delivery – achieving all key contractual SLAs

• Day to day Client management

• Lead all client and internal calls for the process, single point of contact

• Direct WFM, Training and other shared services for optimum functioning of account

• Single point of contact for all financial decisions regarding the account

• Manage attrition and career planning of all employees within span of control 016 Concentrix Corporation - Confidential. All Rights Reserved.

• Grow account strategically to increase top line for the organization

• Manage and improve profitability of the account

• Ensures continuous improvement in service delivery through Process Improvement Initiatives

Kỹ năng

Leadership And Managing
Operations Management

Yêu cầu

• Vast experience (hands on) in contact center / outsourcing space

• Currently at Senior Manager role (min 100HC) that can lead the operations team including Operation Managers and Team Leads. Have capability of building a high -performance culture of inspiration and motivation.

• Can provide high- level advice on strategic planning, performance management and continuous service quality improvement.

• Undertake the development, implementation, monitoring and reporting of the Operations Plan to meet the goals.

• Can work with the Senior Management Team both inhouse/CNX to improve performance, service quality, processes, and information flow

• Knowledge of leading delivery with Voice business services is mandate

• Ability to monitor efficiency parameters (seat utilization / shrinkage / attendance management / retention etc)

• Ability to work under pressure and adapt & drive the team to meet constant changing dynamics

• Ability to manage client expectations and drive high e-Sat / VOC

• Strong financial management acumen. Understanding of P&L

• Strong understanding of contracts and key BPO dynamics governing them

• Strong customer service orientation and client management skills • Robust experience of driving key customer metrics like NPS/ CSAT

• Fundamentally a strong people manager. Should be able to guide a team to success

Giới thiệu về công ty
freeC's Client
Hồ Chí Minh
101-300 nhân viên
IT/ Web
Hồ Chí Minh
101-300 nhân viên
IT/ Web

Giới thiệu

freeC is the Smart Recruiting Platform that leverages matching technology to actively connect hundred of thousand of employers and job seekers. The success of freeC is determined by our success in operating as a unified team. If you're interesting, ambitious, and eager to advance your career with us, explore our vacancies as below. We're excited to have you on board our ship to help us grow fast, deliver on our mission of actively connecting employers and job seekers around Vietnam

Địa chỉ

Lầu 06, Tòa nhà BCONS TOWER II , Số 42/1, Đường Ung Văn Khiêm, Phường 25, Quận Bình Thạnh, TP. HCMXem bản đồ