Service Delivery Director

6 days ago

Noida, Uttar Pradesh, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 12,00,000

Team leaders are responsible for supervising and guiding a team of customer experience specialists to achieve exceptional service delivery.

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  • Management of team performance involves conducting regular reviews, identifying training needs, creating development plans, and monitoring key metrics such as resolution time and customer satisfaction scores.
  • Effective communication is essential in fostering a positive and collaborative team environment, ensuring adequate staffing levels, and managing schedules.
  • The role requires strong analytical and problem-solving skills to handle escalated customer issues, complex inquiries, and trends in customer complaints and feedback.
  • A key aspect of the job is to identify opportunities to enhance the customer experience by collaborating with other departments and staying up-to-date on industry trends and best practices.
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Key account management is also a crucial part of this role, involving building and maintaining strong relationships with key bus operators, acting as a primary point of contact, addressing customer concerns, and proactively identifying opportunities to improve operations.

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  • Regular reports on team performance, customer experience metrics, and KAM activities must be prepared, analyzed, and used to inform decisions about resource allocation, process improvements, and KAM strategies.
  • Excellent communication and interpersonal skills are required to work effectively with cross-functional teams and stakeholders.
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Qualifications include a bachelor's degree in a related field, proven experience in managing and leading a team, sound knowledge of operations management principles, excellent analytical and problem-solving skills, and proficiency in using CRM software and other customer service tools.

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Preferred qualifications include knowledge of Microsoft Office (Excel, PowerPoint) and Google tools, familiarity with customer satisfaction metrics and measurement methodologies, and strong customer focus.

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