Full-Time Service Delivery Manager – Remote – Yelwa
We are now looking for a Service Delivery Manager to oversee the Company’s customer support activities across our broad Contact Center network. The ideal applicant will be able to examine customer feedback in order to identify communication gaps and the necessary operational or systemic changes. All of this must be accomplished in a disciplined way that ensures effective resolution, learning, and customer experience improvement. The Service Delivery Manager role is a mission-critical one. The selected candidate will have substantial expertise leading and managing contact center vendors and service delivery.
Job Title : Service Delivery Manager – Remote
Location : Yelwa, Kebbi, Nigeria
Salary : $ 33.11 per hour.
Company : Applause
Job Type : Full-Time
- Provides assurance that other Service Delivery Managers are adequately mentored and coached on a regular basis, as well as participating in team-building events and employee retention initiatives as needed.
- responsible for monitoring and maintaining the quality standards that govern customer interactions. These standards are intended to ensure that the customer experience is consistent across all customer contact points, both within our internal group and across our external partner network.
- Organize monthly, quarterly, and annual business evaluations with internal stakeholders and suppliers, and cultivate connections and feedback channels to constantly enhance services.
- Maintain high standards of quality while boosting metrics via reporting, analysis, and incentive programs.
- Enhance the Voice of the Customer initiative by unifying the Contact Centers around a standard mechanism for consumer satisfaction surveys and customer input across the whole buying process.
- you’ll be responsible for the correct administration of the resources contributing to the different squads led by Products, and you’ll be responsible for the growth and coaching of people who contribute to those squads.
- Daily assistance and administration of travel advisors/travel concierges through team and 1:1 coaching and management, both remotely and in-person.
- To ensure that all customer KPIs, contractual responsibilities, and Concierge success are satisfied.
- Ensure that the customer’s back-end infrastructure is scale-able and strong in order to meet its objectives. To do this, operational delivery teams need to understand and communicate the demands of the client.
- Supervisors and Team Leaders are overseen and coached to ensure that the department is suitably staffed and structured, including daily operations and responsibilities.
- Having a long-term strategic vision and producing successful action plans via efficient planning, appraisal, and administration are critical.
- The necessity of the customer-vendor relationship and its significance in the recruitment and retention of partners in the contact center environment must be understood at a deeper level in the contact center environment.
- Experimentation with a wide range of disciplinary measures (feedback, advice, explanation, etc).
- Prerequisites for success include the ability to communicate effectively, notably the capacity to explain technical solutions in commercial terms, develop relationships, and convince people.
- The ability to deal with a wide range of industries (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)