Full-Time Lead Delivery Manager – Panaji
Job Description
The Service Delivery Manager will oversee the day-to-day operations of a remote-based 24-hour contact center and will interact with customers and suppliers as needed. He/she will offer feedback to his/her team in addition to supervising, supporting, coaching, and directing Team Members. This Service Delivery Manager will be responsible for leading and setting the example of Extraordinary Every Time for a team of 10 or more people. In addition to this function of leadership, he or she will manage escalations and monitor the overall traffic flow of requests across all access routes. This individual will be an expert in team member service delivery and will be well-versed in all business rules, processes, and customers.
Job Title : Lead Delivery Manager
Location : Panaji, Goa, India
Salary : $ 31.61 per hour.
Company : American Express
Job Type : Full-Time
Qualifications:
- 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.
- Supervisors and Team Leaders are watched and coached to make sure the department is properly staffed and organized, including how it runs on a daily basis and what each person has to do.
- responsible for ensuring that all of the Concierge KPIs and contractual commitments for customers are satisfied.
- 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.
- In a remote and in-person position, provide daily assistance to travel advisors/travel concierge via team and 1:1 coaching, as well as management.
- The responsibilities could include a pool leader role for a community of key dedicated support service contributors (example: IT VIP Service Lead, IT Service Desk Service Lead,…), responsible for the proper capacity management of the resources contributing to the various squads driven by Products and for the development and coaching of those individuals.
- Regular business reviews including stakeholders and suppliers will help to keep services up-to-date and effective.
- Promote a “Voice of the Customer” campaign by bringing together Call Centers around a common approach to customer satisfaction surveys and feedback across the whole purchasing process.
- Offers daily management assistance to fellow Delivering Services Managers, including appropriate mentoring, coaching, team development, and retention efforts.
- Maintain high standards of quality while boosting metrics via reporting, analysis, and incentive programs.
Skills:
- Expertise in complicated and diversified business sectors (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)
- 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.
- A comprehensive knowledge of the contact center environment, as well as the importance the client-vendor relationship plays in the recruitment, retention, and performance of elevated partners.
- Extensive knowledge of providing constructive criticism, guidance, explanation, and disciplinary action while exercising discretion and judgment.
- The capacity to establish a long-term strategic perspective and generate successful action plans via effective planning, evaluation, and administration.