Associate Service Delivery Manager

2 weeks ago

Batangas City, Philippines transcosmos Europe Full time

Overview

The Associate Service Delivery Manager (Supervisor) oversees the delivery of Transcosmos' Services. They support the Service Delivery Manager to identify service requirements and develop service strategy as part of a service team.

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

As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, Transcosmos prides itself on a fun, healthy and encouraging work environment. Benefits include:

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