Service Delivery Management recruitment
The Operations Manager will provide the service interface between the client and their outsource providers to ensure delivery of best in class service. The ability to work in a virtual team environment and manage complex service delivery issues is essential. The individual will be capable of managing all the functions that operate within the call centres such as sales, service and complaints.
The Operations Manager will focus on SLA delivery and day to day KPI management with the key focus of delivering total customer satisfaction at all times. They will be capable of managing multiple activities and be able to set and reset priorities. Ideally this individual will have experience of Service Management in the Retail sector with exceptional time management and relationship building skills.
Candidates should have the following skills and experiences:
• Personality is vital – tenacity/go getter/straight talker/hard working
• Prior FS/Insurance background – experience working in call centre/sales environment
• Must have coaching/mentoring experience
• Manage day to day operations in 2 call centre’s – make sure there meeting targets etc
• Sales/numbers driven – KPI’s/sales figures and managing the call centre managers – MUST have prior sales experience
• They will manage change requests and try and understand what business is looking to achieve
• Quality monitoring – make sure they are suggesting improvements and that these improvements are reflected in improvements
• Substantial relevant experience in a Service Management position preferably in telecoms or high tech related industry.