Full-Time Supply Chain Service Delivery Manager – Bidar
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 : Supply Chain Service Delivery Manager
Location : Bidar, Karnataka, India
Salary : $ 33.89 per hour.
Company : COTA
Job Type : Full-Time
Qualifications:
- Identify and analyze team and individual data; create and distribute reports; plan and execute incentive programs to increase metrics while maintaining or improving quality.
- Organize monthly, quarterly, and annual business evaluations with internal stakeholders and suppliers, and build connections and feedback channels to continually enhance the services.
- In both a remote and in-person job, help travel advisors and travel concierges with everything from team and one-on-one coaching to management every day.
- To assist with the implementation of the Voice of the Customer initiative, which unites the Contact Centers around a standard methodology for customer satisfaction surveys and feedback throughout the end-to-end purchasing process.
- leading a team of key dedicated support services contributors (such as IT VIP Service Leads, IT Service Desk Service Leads, and so on), responsibilities may include serving as a pool leader for the community of these contributors, managing resources properly, and developing and coaching those individuals.
- 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.
- To ensure that all customer KPIs, contractual responsibilities, and Concierge success are satisfied.
- 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.
- Assist the customer in developing scale-able and strong back-end infrastructure to fulfill their requirements by understanding and communicating the demands of the client to the operational delivery teams, providing supervision.
- This position is responsible for enforcing the quality standards that govern customer interactions, ensuring that the customer experience is consistent across all customer contact points.
Skills:
- The ability to demonstrate a thorough awareness of the contact center environment, as well as the importance of the client-vendor relationship in the recruitment, retention, and performance of high-quality partners.
- A capacity to have a long-term strategic perspective and generate successful action plans via effective planning, evaluation, and administration.
- Extensive knowledge of providing constructive criticism, guidance, explanation, and disciplinary action while exercising discretion and judgment.
- Competence across a wide range of industries (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)
- must be able to communicate effectively, especially when it comes to explaining technology solutions in words that are understandable to the general public.