Senior Manager, Service Delivery

1 week ago

Pasay, Philippines Hammerjack Pty Ltd Full time

Overview

Improve the key success metrics associated with goals. These include:

  • Customer Satisfaction Score
  • Service Level Goals
  • Quality Goals

Mentor managers to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects

Bring your time management and organizational skills to help support managers on their multiple, complex, ongoing tasks and projects

Responsibilities
  • Mentor managers to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
  • Support managers with time management and organization to handle multiple, complex, ongoing tasks and projects
What You Bring to the Role
  • Previous experience in Inbound Voice & Chat Contact Centre environment with a minimum of 5 years in leadership role.
  • Bachelor's Degree or equivalent
  • At least 5 years leading operations with any GDS platform.
  • Can Start ASAP
  • Strong Knowledge of customer operations, escalation processes, and customer service best practice.
  • Excellent people leadership skills with the ability to motivate and develop a team to achieve targets and deliver exceptional customer service
  • Proven track record of successfully managing and improving performance metrics, including escalations and FCR.
  • Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
  • You lead by example and collaborate with your team, management, and clients to contribute to the overall success of your client program
  • Understanding, interpreting, and manipulating data for reporting
What You Can Expect
  • Supportive of your career and professional development
  • An inclusive culture and community minded organization where giving back is encouraged
  • A global team of curious lifelong learners guided by our company values
  • Ask us about our paid time off (PTO) and wellness and healthcare benefits
  • And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
  • Visit for more information.
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