Job Description

The Service Delivery Manager will be responsible for supervising the day-to-day operations of a remote-based 24-hour contact center and liaising with customers and suppliers as needed. Along with supervising, supporting, coaching, and directing Team Members, he/she will offer feedback to his/her team. This Service Delivery Manager will act as a leader and role model for a team of 10+ persons by setting the example of Extraordinary Every Time. Along with this leadership position, he or she will be responsible for escalations and monitoring the overall traffic flow of requests across all access routes. This individual will act as an expert in the delivery of team member services and will be knowledgeable about all business rules, methods, and customers.

Job Title : Technical Service Delivery Manager
Location : Jebel Ali, Dubai, United Arab Emirates
Salary : $ 32.36 per hour.
Company : Canon Solutions America
Job Type : Full-Time

Qualifications:

• Efforts to improve the day-to-day management of other Delivering Services Managers, including the provision of appropriate mentorship and coaching, team-building activities, and employee retention measures, where necessary.
• Provide remote and in-person assistance and supervision to travel advisors and concierges on a daily basis via group and one-on-one coaching.
• Involve stakeholders and suppliers in monthly, quarterly, and yearly business reviews to ensure that services are continuously enhanced.
• Committed for all customer KPIs and contractual commitments, as well as general Concierge performance.
• A uniform method to customer satisfaction surveys and feedback may be used across the whole purchasing process to help with the Voice of the Consumer campaign.
• Assess and monitor team and individual data; generate and disseminate reports; and organize and implement incentive programs to raise metrics while maintaining or improving quality while maintaining or enhancing quality
• In order to ensure that the demands of the client are met, operational delivery teams must be able to communicate and convey them clearly.
• Supervisors and Team Leaders are overseen and coached to ensure that the department is suitably staffed and structured, including daily operations and responsibilities.
• For example: IT VIP Service Lead, IT Service Desk Service Lead, etc. ), responsible for the effective management of capacity of the resources contributing to the different squads led by Products and for the advancement of these persons, a pool lead function may be required.
• Maintains and enforces the quality standards for customer interactions, which are meant to guarantee that the customer experience is consistent across all customer contact points, both internally and with our outsourced partner network.

Skills:

• Proficiency in using discretion and judgment when offering feedback, direction, explanation, and disciplinary action.
• Exceptional oral and writing communication skills, as well as the ability to discuss technical solutions in business terms, develop rapport, and convince people, are required.
• Broad consulting expertise across a wide range of industries (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)
• Awareness of the contact center environment and the importance of the client-vendor relationship in attracting, retaining, and motivating high-performing partners are two prerequisites for this position.
• A vital skill is the ability to plan, evaluate, and administer an organization with a long-term strategic view.

How to Apply

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

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