Senior Service Delivery Manager

freeC's Client

• 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

• 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