Associate Service Delivery Manager

3 weeks ago

Cagayan de Oro, Philippines transcosmos (TCIS) Full time

Overview

The Associate Service Delivery Manager (Supervisor) oversees the delivery of specific transcosmos' Services. They support the Service Delivery Manager to identify service requirements, and develop service strategy, which they will be part of a service team to execute.

Responsibilities
  • Oversee the management of a service. This includes Service Management and line management of the staff including the TL(s) and Agents or Engineers engaged in providing the service.
  • Overseer all the activities required to deliver a successful service and ensure it is delivered to a consistently exceptional standard and as defined in the SOWs.
  • Work with the Service Delivery Manager to develop clear Service strategies, objectives, and goals. Ensure your teams understand and deliver to these.
  • Set and monitor detailed KPI’s to ensure the effective day-to-day operations of the Service.
  • Monitor, manage, and seek to continually improve Team Leader performance.
  • Contribute to continuous improvement.
  • Promote positive employee behaviors by leading by example.
  • Work with transcosmos’ customers and represent Managed Services Department.
Skills / Attributes Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Highly customer-focused
  • Ability to motivate and drive a team of people to provide high-level managed services
  • Ability to earn the respect of internal and external customers, colleagues, and management

Technical:

  • Good Knowledge of Microsoft Office products

Behavioral:

  • Working Collaboratively
  • Accountability
  • Adaptability
  • Initiative: Being proactive
  • Planning & Organizing
  • Delegating and Empowering
  • Managing Change
Qualifications
  • At least High school diploma or equivalent, College level preferred
  • Previous experience in BPO and Customer Service and/or technical account
  • Ability to demonstrate proven team management experience.
  • Have a proven track record demonstrating the skills and qualities outlined in this document.
Languages
  • Good command of written and spoken English (Speech, Written, Reading, Comprehension

As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

We also reward of our staff with great benefits including:

  • Competitive compensation packages
  • HMO/Medical and dental coverage
  • Life insurance
  • Non-taxable allowances
  • Night differential
  • And much much more
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