Job Description
As a Service Delivery Manager, you will be serving customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
WHAT YOU WILL DO
Determine contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identify and evaluate state-of-the-art technologies; define user requirements; establish technical specifications, and production, productivity, quality, and customer-service standards; contribute information and analysis to organizational strategic plans and reviews.
Maintain and improve contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplish contact center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meet contact center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepare contact center performance reports by collecting, analyzing, and summarizing data and trends.
Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Minimum Qualifications
WHAT WE’LL LIKE ABOUT YOU
YOU ARE...
- Curious and authentic, just like us! #beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction
- Proactive and self-motivated
- Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
- Amenable to work on rotating shifts
YOU HAVE…
- At least 2 years of college undergraduate degree
- At least 2 years of managerial experience, preferably in a BPO
- Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
- Excellent verbal and written communication skills
- An ability to understand and communicate complex ideas to customers, both verbally and in written form
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind
- Customer orientation and ability to adapt/respond to different types of characters
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Unit 501-505, 5th floor of Hanston Building, Emerald Ave., Ortigas Center,, Pasig, Metro Manila, Philippines
About Boldr
Boldr | Outsourcing With Impact.
Boldr is a purpose-driven outsourcing partner to fast-growing businesses. We provide custom solutions in Customer Experience, Data Management, and Sales Enablement.
At Boldr, we foster an environment where the energetic, the curious, and the passionate thrive. We never shy away from difficulties and have fun taking them on. We see challenges as opportunities to learn because we believe that the finest blades are forged in fire. Our door is always open to like-minded individuals who are looking for a new and exciting BPO culture — ordinary is not in our vocabulary.
If you’re bold enough and want to contribute to making a lasting impact, we want you!