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Service Delivery Lead (Telco LOB)

CAREERS

Helping you build and manage your career.

Service Delivery Lead ( Telco LOB)

We are looking for candidates who can develops and implements plans to improve employee satisfaction and productivity in contribution to continuous business growth.

JOB DESCRIPTION

  • Overall operational responsibility, oversees the day to day operations and deliverables of the organization to ensure customer satisfaction and operational goals and objectives are achieved

  • Successful service delivery - SLA achievement and high level of customer satisfaction

  • Collaborating with senior management on client account management and growth

  • Drive operational performance improvement through defined metrics and ensure Key Performance Indicators (KPI's) are achieved

TYPE

Full Time

INDUSTRY

BPO

JOB LEVEL

Senior Manager

WORK SCHEDULE

Night Shift

WORK LOCATION

Mckinley/Mandaluyong/Quezon City

QUALIFICATION

Management Skills:

  • Strong management skills and with proven expertise developing and leading a team to deliver services efficiently and at a consistently high level of performance

  • Customer service oriented, and with a keen ability to meet customer demands and maintain company interests

  •  Good working knowledge in Project Management, such as establishing project scope, preparing budgets and timetables, anticipating risks, and properly communicating project deliverables and strategies

  •  Theoretical knowledge in customer relationship management and Service Level Agreement (SLA) management, specifically in negotiation, tracking and evaluation of of SLAs

  • Proficient in process improvement and productivity enhancement, as well as performance management

  •  Exposure in the Telecommunication Industry or related business would be a definite advantage

Other Requirements:

  •  A skilled communicator who is able to relate well with different levels of stakeholders

  • Highly adept in conflict mediation and resolution

  •  Strategic thinker, highly analytical 

  • Willingness and proven commitment to work on Shifting/Graveyard Shift Operations on a continuing and regular basis.

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