Job Description
Job Description: Service Delivery Manager: Global Contact Centres
We are hiring for a leading MNC company, having offices across the globe.
Location: Chennai
Experience: 12+ years
Relevant Experience: 7+ years
Reports To: Head of Product-Counselling Experience
Business Unit: Customer & Operations
Position Purpose
The Service Delivery Manager is responsible for managing a workforce planning team and ensuring effective contact centre operations across 33 centres in 23 countries. The role aims to improve customer experience, operational efficiency, and sales performance through the implementation of global initiatives.
Key Responsibilities:
Operational Efficiency and CX Improvement:
Analyze and plan resources to meet lead qualification targets.
Identify performance improvement opportunities in marketing campaigns.
Monitor lead performance targets in line with business objectives.
Forecast capacity based on data trends like call volumes and conversion rates.
Lead the implementation of new or enhanced contact centre technologies.
Review and act on management information to improve performance and consistency.
Contribute to the design and execution of change programs impacting contact centres.
Develop and deliver plans to improve performance continually.
Maintain and optimize centre scorecards for effective outcomes.
Ensure lead conversion activities and AB tests with marketing teams.
Provide monthly global operational reports on performance and support effectiveness.
Conversion and KIT Campaigns:
Collaborate with the Global Marketing Automation Operations team to define lead qualification and nurturing campaigns.
Prioritize tasks to maximize conversion performance by matching agents to the right calls.
Customer Experience:
Work with regional leaders and CX managers to identify opportunities for customer feedback.
Initiate actions to improve NPS results at contact centre touchpoints.
Ensure regional teams have appropriate CX measures and service monitoring standards.
People Management:
Demonstrate commitment to company values and compliance standards.
Foster a cooperative team environment and enable high performance.
Lead and coach Regional Contact Centre Managers.
Promote personal growth and development plans for team members.
Support and promote company culture and policies.
Collaboration:
Meet regularly with regional/country teams to discuss results and best practices.
Lead the Contact Centre Community for experience sharing and lessons learned.
Share successful initiatives within the Contact Centre Community.
Act as the primary point of contact for regional/country contact centre requirements.
Process and Compliance:
Ensure customer interactions are recorded accurately and timely.
Oversee the resolution of escalated contact centre operations issues.
Ensure compliance with local laws related to calls.
Review and improve established processes for efficiency and relevance.
Reporting:
Track and report progress versus targets.
Monitor and report qualified leads by country/destination.
Track web lead conversions by channel.
Report trends and issues to management effectively.
Maintain high data integrity.
Qualifications and Skills:
Strong Analytical Skills And Experience With Resource Planning.
Proven track record in contact centre operations and technology implementation.
Excellent leadership, coaching, and team development abilities.
Effective collaboration and communication skills.
Commitment to company values and compliance standards.
Essential Requirements
Experience: A minimum of 7 years leading or managing contact centre operations, with at least 5 years at a senior level.
Global Operations: Proven experience managing multi-site contact centre operations globally.
Sales and Service: Prior experience in both inbound and outbound contact centre environments, including OMNI channel digital experience.
KPIs and Technology: In-depth understanding of contact centre KPIs, technologies, and methods to influence business objectives.
Analytical Skills: Strong analytical abilities with a demonstrated capability in analysing results and making actionable recommendations.
Tech Platform Launches: Proven experience in coordinating operational elements for launching new tech platforms.
Resource Planning: Ability to correlate resource planning with financial outcomes.
Communication Skills: Excellent verbal and written communication skills.
Teamwork: Proven ability to work effectively in a team environment.
Organisational Skills: Strong organisational and time management skills, with the ability to prioritise tasks.
Cultural Sensitivity: Ability to work with people from diverse cultural backgrounds.
Results Orientation: Results-driven with a proactive, can do attitude.
Outbound Calling: Experience in outbound calling and automated dialer technology.
Desirable Requirements
Online Environment: Experience in an online environment.
Platform Knowledge: Experience using Genesys or NICE platforms.
International Education: Knowledge of international education and customer experiences for students looking to study overseas.
