Job Description

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 : Delivery Manager
Location : Riffa, Riffa, Bahrain
Salary : $ 33.75 per hour.
Company : InvestorFlow
Job Type : Full-Time

Qualifications:

• 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.
• In order to ensure that the customer experience is consistent throughout all of our customer contact points, both inside our internal group and our outsourced partner network, we support and enforce quality standards that govern customer interactions.
• Makes a major contribution to the day-to-day management of other Delivering Services Managers, including, as required, appropriate mentoring, mentoring, team-building activities, and employee retention strategies.
• By conducting frequent evaluations of the organization with consumers and suppliers, you can improve the quality of service.
• The department’s daily activities and tasks are reviewed and mentored by supervisors and team leaders to ensure that the department is properly staffed and organized.
• Aid travel advisors/concierges on a daily basis, both remotely and in person, including coaching the team and working one-on-one.
• ensure that your customers have a scale-able and strong back-end infrastructure to meet their objectives. In order to do this, the operational delivery teams must be aware of and explain the customer’s requirements.
• Motivate the team and its members by creating and implementing incentive programs that raise metrics while also maintaining or improving quality.
• Contact Centers should work together to maintain the Voice of the Consumer program by adhering to a defined methodology for conducting satisfaction surveys and gathering customer feedback throughout the whole buying process.
• Ensures that all customer KPIs and contractual obligations are met, as well as the overall success of the Concierge as a whole.

Skills:

• Capacity to communicate effectively, especially the ability to explain technology solutions in business terms, to build connections, and to persuade others, are prerequisites for success.
• Extensive experience using discretion and judgment when offering criticism, direction, explanation, and disciplinary action.
• A firm grasp of the contact center environment and the significance of the client-vendor relationship in attracting, retaining, and performing high-quality partners.
• The ability to deal with a wide range of industries (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)
• The ability to plan, evaluate, and administer a project from a long-term strategic viewpoint and provide successful action plans.

How to Apply

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

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