Job Description

Employee encouragement, awards and recognition, coaching, counseling, issue resolution, and time management are all responsibilities of the Service Delivery Manager. Effective communication, leadership, and business acumen are all prerequisites for the Service Delivery Manager in today’s high-volume contact center environment. In order to be considered, the aspirant must have shown the abilities stated below in their professional experience.

Job Title : Operations and Delivery Manager
Location : Ajman, Ajman, United Arab Emirates
Salary : $ 31.75 per hour.
Company : Catalent
Job Type : Full-Time

Qualifications:

• responsible for ensuring that all of the Concierge KPIs and contractual commitments for customers are satisfied.
• Supervise and coach supervisors and team leaders to guarantee proper staffing, as well as the daily operations and responsibilities of the department.
• Provide daily support to travel advisors/travel concierges, including team and one-on-one coaching and management, in both a remote and in-person capacity.
• Help the customer construct a scale-able and strong back-end infrastructure that will meet their demands by understanding them and communicating the client’s needs to operational delivery teams.
• Maintain high standards of quality while boosting metrics via reporting, analysis, and incentive programs.
• Responsibilities can range from serving as a pool leader for a community of key dedicated support service providers (such as an IT VIP Service Lead or an IT Service Desk Service Lead) to developing and coaching these individuals in their role as resource managers for the various Product-driven squads.
• Gather stakeholders and suppliers for business reviews at least once a month, quarterly, and yearly to make sure the services you provide are always improving and that you have good relationships and ways to get feedback.
• Assist the Voice of the Customer campaign by unifying the Contact Centers around a consistent approach for customer satisfaction surveys and feedback across the whole purchase process.
• 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.
• Offers daily management assistance to fellow Delivering Services Managers, including appropriate mentoring, coaching, team development, and retention efforts.

Skills:

• Ability to communicate clearly and persuasively both orally and in writing is a must, along with the ability to explain complex technical issues in commercial terms and build relationships with others.
• Having the ability to look at things in the long term and come up with successful strategies for action through good planning and administration.
• Broad consulting expertise across a wide range of industries (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)
• Working knowledge of how to use discretion and judgment while offering feedback, direction, clarification, and disciplinary action.
• A thorough awareness of the contact center environment, as well as the significance of the client-vendor relationship in attracting, retaining, and performing high-quality partners.

How to Apply

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

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