job description
Are you a seasoned Service Delivery Manager with a passion for driving operational excellence and client satisfaction? Intelegencia is seeking a dynamic Senior Service Delivery Manager to lead our BPO operations in Bali. In this pivotal role, you will oversee service delivery, ensure SLA compliance, and foster a high-performance culture to maximize client satisfaction and account profitability.
As a key leader in our organization, you will collaborate with cross-functional teams to streamline processes, optimize resource allocation, and deliver exceptional service quality. Your strategic insights and operational expertise will be instrumental in maintaining our reputation as a trusted partner in the BPO industry.
If you thrive in a fast-paced environment and are committed to delivering measurable results, we invite you to join our team and take your career to the next level in the vibrant setting of Bali.
Responsibility
- Lead and manage BPO operations to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Develop and implement strategies to enhance client satisfaction and retention.
- Oversee team performance, providing coaching and mentorship to drive productivity and quality.
- Collaborate with stakeholders to identify opportunities for process improvement and cost optimization.
- Monitor and report on operational metrics, presenting insights to senior management.
- Ensure compliance with company policies, industry regulations, and best practices.
- Drive continuous improvement initiatives to enhance service delivery and operational efficiency.
- Act as the primary point of contact for client escalations, resolving issues promptly and effectively.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Proven experience (5+ years) in a Service Delivery Manager or similar role within the BPO industry.
- Strong leadership and team management skills with a track record of driving performance.
- Excellent communication and interpersonal skills, with the ability to build strong client relationships.
- In-depth knowledge of SLA management, operational metrics, and process improvement methodologies.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.