Service Delivery Manager

Intelegencia

$974-1.1K[月薪]
现场办公 - 瑞萨尔1-3年经验本科全职
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职位描述

福利待遇

  • 法定福利

    13薪

  • 健康保险

    健康保险, 人寿保险, 健康维护组织

  • 额外福利

    免费餐, 睡眠区

  • 休假和请假

    生日假, 病假, 休假

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职位描述

  • Manage teams with a headcount of 65 to 80, supporting up to 20 accounts/clients.
  • Monitor KPIs and SLAs across all accounts and ensure service excellence.
  • Lead and coach Group Leaders and Team Leaders, conduct performance reviews, and implement improvement plans.
  • Work with Workforce Management for scheduling needs across accounts.
  • Lead process documentation and quality improvement projects.
  • Conduct training sessions and support leadership development of team members.
  • Regularly report account performance and updates to senior management and clients.
  • Manage client communication, handle escalations, and present account reviews.
  • Support the VP for Service Delivery, Country Manager, and CEO with tasks and client management.


职位要求

  • 2-3 years of experience managing operations in customer service, e-commerce, and other business lines.
  • Strong knowledge of Quality Methodologies (RCA, Pareto, Ishikawa, Six Sigma, etc.).
  • Experience in operational data analysis and reporting.
  • Understanding of key metrics, penalty-driven metrics, and P&L.
  • Proficiency in MS Office and Google Docs.
  • Strong leadership, people management, and decision-making skills.
  • Excellent verbal and written communication skills.
  • Project management, capacity planning, and client management experience.
  • Experience in process documentation, auditing, and training delivery.
  • Ability to work in a fast-paced, dynamic environment, handling multiple tasks with accuracy and timeliness.


Nice to Have:

  • Knowledge of quality tools and approaches (DMAIC, RCA).
客户服务组织技能英语管理
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Marvin Berdin

Sourcing SpecialistIntelegencia

三天内活跃

工作地址

Intelegencia BPO LLC. OTC Building, 23 Sumulong Hwy, Antipolo City, 1870 Rizal, Philippines

发布于 27 June 2025

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