Service Delivery Manager Call center - Dubai - ref. w97591715
Job Description
Job Summary / Overview
The CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her program/s and site/s, ensuring that financial and quality targets are achieved according to budget, using du standards that are applicable for the business.CCM is responsible for operational delivery (Performance and P&L).
Key Responsibilities and Accountabilities
Manages and is responsible for day-to-day activities of one or more unit of operations.
Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the companys operations.
Manage the daily/weekly/monthly P&L
Develop annual operating budgets and provide fiscal direction of the department.
Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.
Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
Manages and develops a team of ACMs in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.
Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.
Participate in monthly and quarterly ATAC meetings.
Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
Participates in the development and implementation of unit policies and procedures.
Participate in client meetings as required.
Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
Ensure all du policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper du Management immediately.
Works together with a Point of Contact to identify issues and generate action plans for the KPI assigned
Main Job Requirements
Education and Specific Training
Bachelors degree or equivalent experience in a call center or business related field (e.g., management, sales)
Work Experience
3 as call center manager years of management experience in an inbound/outbound call center
Required Skills
Computer Skills: Usage of MS OfficeTools knowledge: Customer or function specific programs
Typing speed: e.g. At least 130 strokes per minute, Accuracy of 80%
Competencies and Specific Skills
Achievement Oriented
Analytical Ability
Communication Skill
Decision-Making
Flexibility
Judgment
Management Skills
Planning and Organizing
Problem Solving
Strategic thinking
Stress tolerance
Achievement Oriented
Analytical Ability
Communication Skill
Decision-Making
Flexibility
Judgment
Management Skills
Planning and Organizing
Problem Solving
Strategic thinking
Stress tolerance