Service Delivery Director

7 days ago

Bellary, Karnataka, India beBeeVoiceManagement Full time ₹ 10,00,000 - ₹ 20,00,000

Job Title: Service Delivery Director

  • Oversee the daily voice operations, encompassing inbound, outbound, tele-sales, and customer support.
  • Lead a team of supervisors, team leaders, and agents to achieve performance KPIs and SLAs.
  • Monitor call quality, customer satisfaction, and agent productivity.
  • Implement strategies to enhance first-call resolution and reduce average handling time.
  • Drive training initiatives to improve communication and service delivery.
  • Handle escalations and ensure timely resolution of customer concerns.
  • Collaborate with clients and stakeholders to align on process requirements.
  • Prepare and share performance insights with management.
  • Implement process improvements for efficiency and customer experience.
  • Ensure compliance with company policies, quality standards, and data security protocols.

Requirements:

  • Graduate or postgraduate degree in any field.
  • 4-8 years of BPO or call center experience, with at least 2 years in a managerial or supervisory role.
  • Strong expertise in voice process management.
  • Excellent communication, coaching, and people management skills.
  • Experience with call center technologies, dialers, and reporting tools.
  • Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
  • Willingsness to work in rotational shifts.

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