Job Description

The Service Delivery Manager will be in charge of running the 24-hour call center from a remote location. He or she will talk to customers and vendors as needed. In addition to using his or her skills to supervise, support, coach, and direct Team Members, he or she will also give his or her team feedback. It will be up to this person to lead and set an example of Extraordinary Every Time for a group of 10 or more people. In addition to this leadership role, he or she will handle escalations and keep an eye on the overall flow of requests through all access channels. This person will be an expert on how to help team members and keep up with all of the company’s rules and clients.

Job Title : Delivery Manager – Adobe Commerce
Location : Fujairah, Fujairah, United Arab Emirates
Salary : $ 34.51 per hour.
Company : Bank of America
Job Type : Full-Time

Qualifications:

• Responsible for the overall success of their Concierge, as well as the achievement of all client KPIs and contractual responsibilities.
• Our internal group and our outsourced partner network must adhere to the same high quality requirements for client interactions in order to provide a consistent customer experience.
• To make sure there is enough personnel and structure in the department, including day-to-day activities and duties, manage and coach the supervisors and team leaders.
• Daily management assistance is provided to fellow Service Delivery Managers, including mentoring, coaching, team development, and retention programs.
• Assistance travel advisors/concierges on a daily basis through online and in-person coaching and management, including team and 1:1 support.
• Incorporate consumers and suppliers into frequent evaluations of the organization to improve the overall quality of the 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.
• In order to ensure that the demands of the client are met, operational delivery teams must be able to communicate and convey them clearly.
• The responsibilities may include the role of pool leader for a community of key dedicated support services contributors (for example, IT VIP Service Lead, IT Service Desk Service Lead,…), who are responsible for the proper capacity management of the resources contributing to the various squads driven by Products, as well as the development and coaching of those individuals.

Skills:

• Comprehensive knowledge of the use of caution and judgment in the delivery of criticism, guidance, explanation, and disciplinary action.
• Proficiency in advising clients in very complex and varied sectors (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)
• 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.
• Effective communication skills, including capacity to explain technological solutions in terms of business, create relationships, and convince other people are essential for success.
• The capacity to think strategically over the long term and create effective action plans via good planning, appraisal, and management.

How to Apply

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Job Categories: Service Delivery Manager. Job Types: Full-Time.

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