Service Delivery Manager (Call Center) Job in Kenya

Our client is urgently looking for a Service Delivery Manager to manage their Contact Center operations. 

The Service Delivery Manager will be key in managing and making sure that all the client deliverables are not only met but reasonably exceeded. 

The SDM will be responsible for creating sound business processes to support and guide the account as well as provide support, leadership, motivation and guidance to the contact centre team leaders and the overall team.

Primary duties & responsibilities:

• Motivate and inspire the team to meet the set KPIs
• Assist in developing policy/procedure documents
• Manage the daily relationship with the client
• Manage service delivery to the client, promoting continuous improvements of processes, productivity, service quality and customer satisfaction
• Identify and communicate areas for continued process improvements
• Ensure that account staffs are well equipped and optimized to meet the Service Level Agreements and to achieve all KPIs.
• Coordinate with other support departments to ensure service delivery across all performance touchpoints.
• Provide regular and accurate reporting internally and to the client
• Liaise with the Quality Manager to ensure quality of service and customer experience.
• Manage contact center performance statistics and take appropriate action.
• Assist with monthly forecasting and planning thereof
• Provide detailed reporting as required
• Conduct regular performance presentations with relevant stakeholders.

Experience/qualifications:

• Excellent organizational skills
• Extensive operational experience in managing a group of 50 people and above
• 2-3 years senior management experience in the private sector (Contact Center management experience a plus)
• Ability to motivate staff and drive performance.
• Strong analytical skills
• Experience in reporting at an executive level
• Sound leadership skills
• Experience in implementing change
• Sound processes experience
• High attention to detail
• Ability to work and thrive in a multi-tasked, fast paced environment
• Professional work ethic
• Project Management skills
• High proficiency in MS Office tools (Word, Excel, PowerPoint)
• Team player
• Highly flexible, willing to work extensive and odd hours to get the job done.

To apply for this position, send your application letter and CV to personnelsourcing@consultant.com quoting the position in the subject line. 

Kindly also mention your current/ last salary and benefits.

Open until filled. 

Interviews will begin Monday 13th May 2013