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Service Delivery Manager

2 meses atrás

São Paulo, São Paulo, Brasil Traveltechessentialist Tempo inteiro
Job Description

**Job Title:** Service Delivery Manager - Customer Experience

**Job Summary:** We are seeking a highly skilled Service Delivery Manager to join our team at Traveltechessentialist. The successful candidate will be responsible for driving customer happiness and reducing our cost to serve customers.

Key Responsibilities:
  • Customer Advocacy: Provide guidance and oversight to a third-party call center, ensuring exceptional customer service and experience.
  • Key Performance Metrics: Develop and analyze key performance metrics, identifying trends and areas for improvement.
  • Training and Quality: Work with training and quality departments to create a culture of continuous learning and improvement.
  • Regulatory Compliance: Manage all regulatory requirements as set out by our B2B client (Banking).
  • Productivity and Motivation: Monitor productivity and assist the BPO in motivating the team to reach daily, weekly, and monthly goals.
  • Escalation and Support: Be a point of escalation for the BPO and internal stakeholders for the US call center operations.
  • Human Resources: Assist BPO Human Resources to interview and select employees for the call center.
  • Strategic Planning: Assist with strategic planning as it pertains to operations and achievement of results.
Minimum Qualifications:
  • Call Center Experience: Has a strong understanding of call centers, call center structures, and call center agent behaviors.
  • Customer Satisfaction: Has a proven track record of driving customer satisfaction.
  • Attention to Detail: Has a high level of understanding, patience, and empathy, with exceptional attention to detail.
  • BPO Experience: Has worked for or managed a team in a BPO environment.
  • Data Analysis: Experience understanding data and developing audit operational plans.
  • Travel Industry: Experience in the travel industry (or willing to quickly learn).
  • GDS Experience: Experience with Sabre or Amadeus (or other GDS) preferred (or willing to quickly learn).
  • Continuous Growth: Is committed to continuous growth and learning.