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15 Jun 2022

PermanentJob Vacancy for Service Delivery Manager Requered Urgently

Sigma SA – Posted by JobPlace24 Cape Town, Western Cape, South Africa

Job Description

Job Vacancy for Service Delivery Manager Requered Urgently

Location: Cape Town
Job Type: Permanent
Company/Employer: Sigma SA
Job Title: Job Vacancy for Service Delivery Manager Requered Urgently


Vacancy Details

The purpose of the position is to motivate, manage and develop the knowledge and skills of Team Leaders whilst contributing to the overall management of the contact centre.

Candidate Requirements

Purpose of the Role:

  • The purpose of the position is to motivate, manage and develop the knowledge and skills of the Team Managers whilst contributing to the overall management of the contact centre to achieve efficiency and profitability targets.

Requirements:

  • At least 2 years’ Team Management experience in collections and utilities within a BPO contact centre environment is essential
  • Experience managing Team Managers within a contact centre environment is advantageous
  • Quantifiable experience in managing off-shore contact centre portfolios. (Specifically, UK experience is preferred.)
  • Experience in collections and/or credit management will be a distinct advantage.
  • High level written and spoken communications skills in English
  • Track record of success in delivering productivity and revenue growth.
  • Competent in the use of Microsoft Office products

Competencies required:

  • Soundtrack record in managing workplace relations
  • Leadership skills
  • Excellent planning and organizational skills
  • Good writing and effective communication skills
  • High-level ability in people management including leading, motivating, and developing direct reports and customer-facing employees demonstrated decision making
  • skills in a fast-moving, team-based environment.
  • Managing client relationships

Key Responsibilities:

  • Effective and efficient management of the department
  • Forecasts and manages available resources proactively and optimally
  • Effectively manages change within the operation
  • Compiles and prepares statistical reports on key deliverables
  • Actively directs and supports the management of attendance, adherence, and timekeeping of the call centre staff
  • Ensures effective communication between all stakeholders
  • Continuously monitors quality performance and takes immediate remedial action where required
  • Manage and control departmental budget including payroll
  • Adheres to all relevant client and company processes, policies, and procedures
  • Completes assigned projects
  • Effectively directs, delegates, motivates, empowers, and controls subordinates for the achievement of required results
  • Develops line managers by setting challenging targets
  • Shares and imparts knowledge conducts on-the-job coaching, and mentors
  • Proactively identifies training needs of the team/individuals and implements appropriate interventions
  • Maintains effective working relationship with clients and undertake all communication professionally and factually
  • Responds timeously to client request
  • Meets with clients/ client relationship management regularly to discuss the company’s performance and proactively addresses and actions performance shortfalls
  • Participate in the planning and implementation of business improvement projects
  • Maintain up to date knowledge of developments in the industry and clients’ markets
  • Assist the Operations Director and Executives with client contract proposals

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