Service Delivery Manager

1 day ago

Taguig, National Capital Region, Philippines beBeeCustomer Full time ₱800,000 - ₱1,200,000
Job Overview

Manage a high-volume service team to deliver exceptional customer experiences.


Responsibilities
  • Lead the daily operations of the call center, ensuring service excellence and optimal customer satisfaction.
  • Implement and enforce organization-wide customer service initiatives and performance standards.
  • Conduct regular reviews of team performance, providing coaching and feedback on calls and customer interactions to ensure high service levels.
  • Maximize team potential by leveraging talent management tools, including performance plans, training, coaching, evaluations, and disciplinary actions.
  • Monitor, report, and identify strategies to address key performance metrics, such as call abandonment rates, wait times, and first call resolution effectiveness.
  • Manage and analyze call surveys (CSAT, CES, NPS) to gather client feedback and track customer satisfaction trends.
  • Evaluate survey data to uncover pain points, measure client effort, and identify opportunities for service improvement.
  • Foster a culture of continuous improvement, promoting innovation and excellence through open communication and collaboration across teams and departments.
  • Evaluate existing procedures and processes, providing recommendations to improve service delivery and enhance operational performance.
  • Manage client interactions to ensure a high level of customer satisfaction and alignment with business objectives.

Required Skills
  • Excellent management and supervisory skills with the ability to lead and coach a team effectively.
  • Strong verbal and written communication skills, with the ability to engage clients and team members.
  • In-depth knowledge of customer service procedures, policies, and principles.
  • Organized, with a keen attention to detail and ability to handle multiple tasks effectively.
  • Ability to resolve customer complaints while maintaining a professional, calm demeanor.
  • Strong coaching and mentoring capabilities to develop customer service representatives.

Benefits
  • Schedule Adherence: Comply with assigned shift schedules, rest day schedules, and leave filing policies.
  • Quality Compliance: Follow all quality standards and ensure that deficiencies are corrected promptly.
  • Teamwork and Communications: Actively participate in required meetings and collaborate with teammates to resolve issues.
  • A collaborative team player with the ability to adapt to changing business needs and priorities.

Other Expectations
  • Mid-Senior level position
  • Full-time employment
  • IT Services and IT Consulting industry

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