Horizon Contact Centers Service Delivery Managers Jobs in Kenya

Service Delivery Manager 
3 Vacancies
Duties and Responsibilities:
Ensures is knowledgeable on the contents of SOW/SOP/SLAs for the various accounts and clearly understands the deliverables for each account.
Undertakes daily reviews of operational and quality management processes to identify gaps and areas of
Carries out weekly reviews with the various Account Managers to ensure is fully aware of any challenges that are being encountered in meeting the SLAs and tracks performance of each Account.
Designs and/or recommends appropriate process improvements for operations and quality management for each account.
Oversees the implementation of these improvements and undertakes regular evaluation of these improvements to assess improvement in operational effectiveness and efficiency.
Critically analyses each account’s performance to interpret and identify trends; identify areas of improvement and value add services.
Prepares and presents consolidated monthly operational performance reports and recommends action plans for value add services to increase revenue streams.
Works closely with the operations and quality team to proactively suggest areas of improvement, and areas of possible increase in revenue streams for each account.
Prepares and presents quarterly strategic reports for each account for internal and client decision making purposes.
Responsible for strategic communication with the clients on Service Delivery and Customer Satisfaction.
Undertakes regular client VOC to calibrate client expectations viz-a-viz Service Delivery.
Education and experience:
  • A Bachelor’s degree.
  • Qualifications in project management will have an added advantage.
  • Minimum of 3 years of work experience in a Call Center environment managing teams.
  • Proficient in MS Office Suite and data analysis tools
  • Proven experience in process improvement and quality management.
  • Demonstrated experience in handling multiple clients and managing expectations of all stakeholders.
  • Experience in project management is desired but not mandatory.
Key competencies and attributes:
  • Strong quality and customer focus
  • A skilled negotiator with excellent conflict management skills
  • Process-driven and result oriented
  • Excellent written and presentation skills
  • Extremely detail oriented
  • Excellent analytical and project management skills
  • Works well in a team environment and able to organize and motivate teams.
If you believe this is an exciting and challenging opportunity for you; then please apply through www.horizoncontactcenters.com by Friday, 02nd November 2012

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