Az álláshirdetés lejárt.
Aktuális állást talál az aktív állásajánlatok között: új keresés indítása itt

Customer Service Delivery Manager JO-1401-277432

  • A hirdetés 986 napja lejárt


10 vagy annál több év
Állandó teljes munkaidős
Végzettség szintje
Egyetemi diploma (Bch)
Tanácsadó neve:
Orsolya Fülöp
Tanácsadó e-mail címel:



Customer Service Delivery Manager


• Provides full accountability and leadership for the client engagement
• Prepares the annual budget and business plan for the engagement, coordinates with the account manager for the account plan 
• Signs off on the training /certification methodology at the engagement level to ensure right skilling
• Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout) 
• Responsible for the engagement training plan to ensure competency development across domain, operations and behavioral
• Prepares internal and external governance model to track and monitor contractual compliance, employee engagement, performance and relationship health
• Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement
• Creates the scorecard for the engagement and ensures alignment of the team with the engagement objectives
• Conducts periodic reviews with ops managers and drives corrective action where required
• Anchors the key internal and external governance meetings, monitors adherence within engagement to sustain delivery predictability
• Responsible to build effective knowledge repository for t he engagement.
• Engages with the key client stakeholders on areas of improvements and commits resources to enhance customer satisfaction


• A minimum of 10 years of experience in Customer Service functions and handling P&L responsibility
• Deep domain knowledge of Customer Service/Voice processes
• Deep understanding of Contact Center process and business metrics including best practices and benchmarks
• Experience in the use of Analytics and Problem Solving tools/approaches
• In-depth knowledge of Quality Tools and Techniques to drive continuous improvement 
• Ability to anticipate customer needs and provide solutions in line with customer expectations
• Performance oriented - Ability to drive performance to stretch targets
• Excellent relationship management skills – coordinating with different functions and client contacts to provide customer delight
• Exposure to process risk management 
• Excellent people skills
• Positive attitude, open mindedness, being receptive to all ideas and feelings in an aim to create win-win situations
• Eagerness to learn
• English and one other European language on advanced level, German would be a benefit

Location: Brno

Helyek Külföld
Kategória Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás
Munkaidő tipusa Teljes munkaidő
Egyéb hasonló állások Önnek
Sales Consultant (Industrial Lighting)

Randstad Hungary Kft.

Are you an Architect or an Interior Designer?Do...

Finnish speaking Request Coordinator

Trenkwalder Kft

Our fast-growing multinational partner is looki...

Norwegian speaking Request Coordinator

Trenkwalder Kft

Our fast-growing multinational partner is looki...