Service Delivery Manager

4 days ago

Hyderabad Secunderabad Telangana, India beBeeCustomerService Full time ₹ 1,04,000 - ₹ 1,30,878
Job Description\

We are seeking a Customer Service Manager to join our team. As a key member of our operations, you will be responsible for leading our customer service function and driving business results.

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Responsibilities\
  • \
  • Respond to customer inquiries and problem escalations.\
  • Proactively resolve people issues and ensure that attrition is well below the defined target.\
  • Leading operations and spearheading processes for excelling business targets for the Business Unit.\
  • Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required.\
  • Driving Continuous Improvement Initiatives\
  • Develop and implement measurement systems and provide insightful analytics around the metrics.\
  • Deep technical expertise and data orientation in controllership, Management Information System and Service delivery\
  • Communicate with the customer on a regular basis to discuss operational issues and delivery, raise issues & build relationships, understand customer & client issues proactively, fix to get the delight factor.\
  • Set goals for the team and communicate goals on a regular basis.\
  • Coach & mentor people - Motivating team with excellent people touch.\
  • Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma\
  • Reconciliations of client reports\
  • Leading calls with clients and other business functions\
  • Running of projects independently\
  • Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details.
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Qualifications\
  • \
  • Any graduate\
  • Relevant experience in a BPO/KPO\
  • Should have handled large teams\
  • Customer Management exposure and good presentation skills is a must.\
  • Excellent in English Language\
  • Preferred Qualifications/ Skills\
  • Excellent Analytical & Communication skills\
  • Preferably the candidates prior experience in Internet based accounts and Customer service industry\
  • Ability to work & communicate with people across organizational unit.\
  • Excellent interpersonal & Management skills\
  • LEAN/Six Sigma - Trained, Tested and Certified\
  • High MS-Office skill (Advance Excel)
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Why Join Our Team\

At our company, we believe in creating a dynamic work environment that values respect and integrity, customer focus, and innovation. We are committed to fostering a culture where our employees feel empowered to contribute their best ideas and abilities.

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Some of the benefits of joining our team include:

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  • \
  • The opportunity to make an impact and drive change for global enterprises.\
  • A chance to accelerate your career through hands-on experience, mentorship, and continuous learning opportunities.\
  • Working with a diverse and talented team of bold thinkers and problem-solvers who push boundaries every day.\
  • A sense of purpose and fulfillment that comes from contributing to a values-driven culture.
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Other Information\

We are an equal opportunity employer and consider applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

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Let's build tomorrow together.

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