Service Delivery Manager
5 days ago
We are seeking a seasoned Customer Service Team Lead to oversee our blended process, ensuring high service levels and driving process improvements to enhance customer satisfaction.
- Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
- Manage email and chat processes 24/7, providing regular feedback and conducting performance evaluations.
- Handle escalated customer queries, resolve complex issues efficiently, and work with quality assurance and training teams to ensure adherence to policies and brand guidelines.
- Maintain shift schedules, ensure proper coverage, and manage attendance, analyzing team performance reports and generating actionable insights for optimization.
- Contribute to knowledge base development and continuous process improvement, communicating with stakeholders as needed.
To be successful in this role, you will require a Bachelor's degree or equivalent work experience, minimum 3 years in customer service with at least 1 year in a leadership or supervisory role. Strong experience in chat and email-based customer support is essential, along with excellent written communication, problem-solving, and people management skills.
The ideal candidate will be flexible with shifts and weekend support, able to handle pressure, multitask, and lead teams in a fast-paced environment.
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Service Delivery Expert
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