Service Delivery Expert

6 days ago

Dombivli, Maharashtra, India beBeeOperations Full time ₹ 15,00,000 - ₹ 20,00,000

Job Role: Service Delivery Manager

About the Job

We are seeking an experienced Service Delivery Manager to oversee the day-to-day operations of our voice process. This includes inbound, outbound, and tele-sales/customer support. As a key member of our team, you will be responsible for managing a team of supervisors, team leaders, and agents to meet performance KPIs & SLAs.

  • Manage call quality, customer satisfaction, and agent productivity metrics.
  • Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Drive training and development initiatives to improve communication and service delivery.
  • Escalate and resolve customer concerns in a timely manner.
  • Collaborate with clients/stakeholders to ensure alignment on process requirements.
  • Compile MIS reports and share performance insights with management.
  • Develop process improvements to enhance efficiency and customer experience.
  • Ensure compliance with quality standards and data security protocols.
Requirements

To succeed in this role, you will need:

  • A graduate/postgraduate degree in any discipline.
  • 4–8 years of experience in BPO/call center, with at least 2 years in a managerial/supervisory role.
  • Strong expertise in voice process management (domestic/international).
  • Excellent communication, coaching, and people management skills.
  • Familiarity with call center technologies, dialers, and reporting tools.
  • Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
  • Flexibility to work in rotational shifts (including night shifts, if required).
What We Offer

You will enjoy a competitive salary package, along with opportunities for career growth, professional development, exposure to global/domestic client processes, and more.

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