SERVICE DELIVERY MANAGER (CONTACT CENTER)
Descripción de la oferta de empleo
We serve as a bridge to job opportunities, specializing in IT Recruitment in Mexico, LATAM, and the USA.
e are currently seeking talent for the position of Service Delivery Manager (Contact Center)Education.
Bachelor’s degree in Business Administration or a related field.
xperience.
Minimum of 5 years of experience.
Requirements.
ISO security standards.
ITIL Certification.
Proficiency in Microsoft Office.
Advanced conversational English (C1).
Responsibilities.
Ensure compliance with ISO standards in the service center operations.
Develop work plans detailing team activities, objectives, and deliverables, including KPIs and SLAs.
Coordinate morning, afternoon, and night shifts effectively.
Supervise teams of over 200 employees.
Implement and enforce security and compliance policies in accordance with US regulations.
Oversee the management of the ticketing system used for creating professional presentations.
Allocate and schedule tasks efficiently among team members, ensuring roles and shifts meet operational demands.
Define key performance indicators (KPIs) and measure service level agreements (SLAs) to ensure productivity targets are met.
Conduct regular performance reviews and feedback sessions to align team members with company goals.
Oversee contract renewals, ensuring performance metrics are met before making decisions.
Participate actively in the selection and hiring of new personnel to maintain high-quality client service.
Ensure alignment of operational procedures with the company's global policies, including information security standards.
Maintain a positive work environment, motivating team members and controlling incidents.
Provide timely reports to Human Resources and suggest process improvements to enhance operational efficiency.
Location.
Mexico City (On-site)Benefits.
Nominal Salary.
15 days of Christmas bonus.
12 vacation days in the first year.
25% vacation bonus.
Life insurance.
Major medical insurance.
Funeral expenses insurance.
If you meet the profile, please send your CV to the provided email, including your salary expectations and the job title in the subject line.
or more information, contact.
linktr.
e/elisa_rodriguez
Detalles de la oferta
- Dresdenpartners
- Sin especificar
- 30/09/2024
- 29/12/2024
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