19 Mar
2023
Full-Time Technical Service Delivery Manager – Al Qatif
Job Description
Management of a team of personnel, including motivation and incentives and recognition, coaching and counseling, problem-solving and time management is the responsibility of the Service Delivery Manager (SDM). In order to succeed in a high-volume contact center, the Service Delivery Manager must have strong communication, leadership, and business acumen abilities. As a professional, the applicant must have exhibited the abilities stated below.
Job Title : Technical Service Delivery Manager
Location : Al Qatif, Eastern Province, Saudi Arabia
Salary : $ 34.06 per hour.
Company : InnerCircle Technology Advisors Inc.
Job Type : Full-Time
Qualifications:
- Dispatchers should work together to maintain the Voice of the Consumer program by adhering to a defined methodology for conducting satisfaction surveys and gathering customer feedback throughout the entire buying process.
- Responsibilities can range from serving as a pool leader for a community of key dedicated support service providers (such as an IT VIP Service Lead or an IT Service Desk Service Lead) to developing and coaching these individuals in their role as resource managers for the various Product-driven squads.
- Provides daily management assistance to fellow Service Delivery Managers, including appropriate mentoring, coaching, team development, and retention programs.
- Make sure the managers and team leaders in the department are properly organized and trained to carry out their daily duties.
- In a remote and in-person position, provide daily assistance to travel advisors/travel concierge via team and 1:1 coaching, as well as management.
- Gather stakeholders and suppliers for business reviews at least once a month, quarterly, and yearly to make sure the services you provide are always improving and that you have good relationships and ways to get feedback.
- Ensure that the customer’s back-end infrastructure is scale-able and strong in order to meet its objectives. To do this, operational delivery teams need to understand and communicate the demands of the client.
- To ensure that all customer KPIs, contractual responsibilities, and Concierge success are satisfied.
- Supports and enforces quality standards regulating customer interactions, with the goal of ensuring a consistent customer experience across all customer contact points, both inside our internal group and our outsourced partner network.
- Motivate the team and its members by creating and implementing incentive programs that raise metrics while also maintaining or improving quality.
Skills:
- Ability to have a long-term strategic vision and create successful action plans via excellent planning, assessment, and administration is necessary.
- Effective communication abilities, especially the ability to explain technical solutions in commercial terms, develop relationships, and convince people.
- An expert who has worked for a long time in consulting with very complicated and different industries (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)
- Proven ability to use tact and good judgment while delivering constructive criticism as well as explanations for disciplinary actions.
- The ability to demonstrate a thorough awareness of the contact center environment, as well as the importance of the client-vendor relationship in the recruitment, retention, and performance of high-quality partners.