Key Details

Job Location

4th Floor Paseo Center Building, 8757 Paseo de Roxas, Makati City, Metro Manila

Job Category

Customer Service

Position Level

Manager

Employment Type

Full-Time

Work Schedule

Day Shift

Job Description

JOB OVERVIEW

The Service Delivery Manager will be responsible for overseeing the delivery of support services to our voice channel customers including playing a key role in onboarding new customers. The role will lead efforts to ensure that capacity and capability is aligned with service level expectations and scope of support for each customer.

DUTIES AND RESPONSIBILITIES

  • Provide recommendations on the structure of Customer Support Teams taking into consideration costs, customer experience, processes, scalability and business continuity preparedness
  • Ensure that Key Performance Indicators (KPIs) are established and achieved for assigned accounts, always striving to improve performance and customers’ experience
  • Be an escalation point for customers and manage escalations in accordance with client policies
  • Work with Training and drive staff continuous learning and the development of training materials and a knowledgebase for each assigned business customer
  • Manage staff behaviours and reinforce compliance to customer policies and processes, coordinating with HR whenever necessary
  • Lead and implement employee engagement initiatives and drive employee satisfaction, retention and advocacy
  • Develop a staffing plans to ensure optimal staffing levels in line with the team budgets
  • Work with the Recruitment team, as needed, to fill requirements as a result of growth and/or attrition
  • Ongoing development and embedding of key performance governing & improvement systems
  • Regular department self-assessments as a proactive measure to mitigate risks associated with Information Security
  • Meet regularly with customer stakeholders and unit heads to report on performance and provide recommendations to the business
  • Daily/weekly/monthly department reporting
  • Drive a high performance and positive culture through a fair, transparent and yet strong leadership

Qualification

Educational Attainment

College Degree

Min. Relevant Experience

5 years

Qualifications:

  • Experience in handling an operational team as a Senior Team Leader or Operations Manager
  • Experience establishing a Customer Service unit and developing KPIs, tools, and processes
  • Experience in managing a Customer Service team that support Australian customers
  • Proven capability and in delivering results and identifying opportunities
  • Actively seeks to understand customer needs, expectations and levels of satisfaction
  • Able to maintain good relationships with stakeholders and other departments
  • Knowledge with Microsoft Office applications such as Outlook, Word, Excel, and PowerPoint
  • Ability to learn new systems and tools as needed
  • Knowledge and experience supporting cloud-based solutions is preferred
  • Excellent communication skills
  • Strong project management ability

Skills Required
Operations Management (Expert)
Customer Service (Advanced)

BPO

51-200 Employees

Mon - Fri, 06:30 AM - 05:30 PM

Office Number

Our Manila team operates as a dual Australian-Filipino fully managed outsource team, with an organisational structure in and of itself to be an ‘office-outside-your-office’.

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