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Delivery Excellence Lead

3 weeks ago

Manila, National Capital Region, Philippines eClerx Full time
Business Process Management Opportunity

We are seeking an experienced Delivery Excellence Lead to join our team at eClerx. This role requires a seasoned professional with over 8 years of experience in technical support/help desk processes and working with senior leadership.

The successful candidate will be responsible for managing key customer accounts, reviewing and amending Service Level Agreements (SLAs), and ensuring compliance with industry standards. Key responsibilities include:

  • Managing critical situations and preventing escalations.
  • Evaluating results to choose the best solution and solving problems.
  • Communicating effectively and regularly with clients, developing strong consultative customer relationships.
  • Leading client reviews and calibrations.
  • Providing innovative ideas to optimize internal metrics and ensure timely achievement of critical matrices.