Service Delivery Manager (BPO & Customer care projects)
$1500-3000 USD
Paid on delivery
Mindy Teams ([login to view URL]) is a part of international brand Mindy Support (BPO market leader in Ukraine, Artificial intelligence и Machine learning) with over 2000 people in 5 offices across Ukraine. We empower businesses all over the world through providing remote assistants and outsourced teams specialized in data collection and processing, customer support, agile sales and marketing support, and a lot more.
We are looking for Service Delivery Manager (position stipulates Both Client management and People Management).
You will be responsible for:
- Assist to Head of BPO and CS with supervising of existing projects, serve as a backup for other
Account Managers and Head of BPO during time off
- Onboarding of all new clients, full launch of new projects until the dedicated AM is hired/allocated
- Communicating with clients on operational issues, Ensuring High Service Level of the Mindy
Support team within all existing projects
- Controlling and tracking overall projects' performance and KPIs including SL, AR, AHT, CPH,
CSAT, QA, Forecasts, etc.
- Identifying and resolving problems, preparing and completing action plans
- Deep dive into the Client's business processes and their connection with the Customer Support
Department.
- Working on motivational programs for staff (bonus systems, gamification, etc,).
- Working closely with the sales and marketing team, HR department, Finance Department and
Legal team
- Assist to Finance Department with clients billing (identifying hours for invoices to the clients,
bonus/malus, etc), follow up on outstanding payments.
- Attending intake calls and communicating with potential clients together with biz dev department
- Placing hiring requests to HR, assist with job offers conditions, onboarding plan, working on team-
development plans/career path, team-buildings and other motivational activities
- Review Contracts for existing/potential clients together with Legal department, advise on needed
corrections (if any), ensure execution on terms and conditions outlined in the Contracts
- Preparing regular and/or ad-hoc reports for Management or for clients
- Other related business support and business development activities
We offer:
- An incredibly interesting professional environment
- Timely and competitive payment and bonus system (linked to the $)
- Efficient and professional team
- Medical insurance 3 months after the start
- Comfortable coworking with everything you need, mega-cool team buildings and events
- Clear statement of tasks and feedback on a monthly basis
- Warm and comfortable atmosphere, a corporate culture based on the values of the company
Requirements for professional skills and knowledge:
- English Advanced
- Experience in CS/BPO projects is a must
- Experience in a similar position- from 1 year
- Experience in communication with foreign clients - from 2 years
- Excel, PowerPoint – proficient user
- FLEX, work & travel or previous experience of working with the USA clients will be a huge plus
Competency requirements:
- High level of service management
- Effective communication
- Excellent leadership and public speaking skills
- The ability to set goals and objectives for the team
- High-speed printing in English
- Analytical thinking
Project ID: #30482867
About the project
14 freelancers are bidding on average $2121 for this job
Hi There Greetings ! I'm in software project management for more than 19 years and have been managing IT service management projects in multiple cloud environment. I have 4 years solid experience in BPO backgrounds More
NOTE : I AM PMP CERTIFIED. With respect to this project I would like to present myself as a candidate for your consideration. I have more than 12 years of IT experience. I have successfully completed projects which in More
NOTE : I AM PMP CERTIFIED. With respect to this project I would like to present myself as a candidate for your consideration.I have successfully completed projects which involved project management activities, I have B More
Hi there! After reviewing your job description, it is clear that you’re looking for a candidate that is extremely familiar with the responsibilities associated with the role and can perform them confidently. Given th More
Hello My Self Bhaskar, I am a Prince2 certified Product/Project/Operation Manager/ Scrum master. I had worked nine years for a Web and Mobile Development Agency and managed more than 200+ projects involving from the More
Dear Sir / Madam, I have hands on experience in managing projects. Have worked on projects as channel owner, product owner, platform owner as well as significant stake holder. Have worked upon projects of IVR, USSD, Vi More
Hi, I think I am the perfect candidate for the job due to my long experience in different fields: IT , business, sales, customer support. Please let me know if you would like to collaborate. KR, Cosmina D
am vijay with 20 yrs experience in Business analysis/ project management /Delivery Manager Can able to handle tasks effectively Kindly let me know scope of work
