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Senior Service Delivery Manager BPO @Inter Globe Technology

Crystal Solutions Ltd . 7 Dec

Experience:18 - 20 years

0 LPA - 0 LPA

Mode: Full Time

About Company -

Role & Responsibilties -

Job description

InterGlobe Technologies is looking for a Service Delivery Manager The qualified candidate is an experienced professional with BPO industry experience and a high level of customer service.

GENERAL SUMMARY OF DUTIES:
Responsible for daily supervision of multiple employees and workflow of the Operations Department.
Communicates timely and promptly to Manager all issues that can adversely affect profit margin on bookings for quick remedial action.
Responsible for monthly reporting and communication on the status on team productivity, special projects, operational issues and resolution including but not limited to customer satisfaction, debit memos, and call metrics.
Other duties as required.

EXAMPLE OF DUTIES: (includes but is not limited to the following):
Manage a team of call centre agents
Employee training, coaching and scheduling
Develop performance plans for front line agents by measuring performance metrics including on & off phone time, service levels, attendance and other related metrics
Maintain proper scheduling/forecasting for department needs
Providing a high level of customer service and customer service resolution
ADHOC reporting and project management
Ensure accurate booking of all contract types including usage of tools available
Communicate with other departments regarding operation issues on a regular basis
Perform QA cross referenced to ensure that all additional air charges services are booked and confirmed and correctly reflected on invoices
Ensure updates to bookings are made promptly
Process all air cancellation and other related services promptly
Other job related duties as assigned as necessary

Experience:18 - 20 years

Job Location:

Job Category:General Business

Industry:Customer Service

Education:Any Graduation

Desired Skills:

Business Process Outsourcing (BPO)

Communication

Leadership

Service Delivery