Delivery Manager, Remote - Akhmīm
HCL America Inc.
Nơi làm việc
Akhmim
Chi tiết công việc
When it comes to IT end-user support and service desks for VIPs, the Service Delivery Manager will be held responsible for delivering value to its internal stakeholders, including Product Management (the employee digital experience comes first) and Business Representatives. Over time, it aims to fulfill the company's internal stakeholders' core value and performance objectives by orchestrating internal and external resources in a consistent manner, in the context of the "One Desk" transformation for IT end user services, which is the primary goal (1 single supplier for Service Desk, integrating all upstream external workplace services)
Job Title : Delivery Manager, Remote
Location : Akhmīm, Sūhāj, Egypt
Salary : $ 31.3 per hour.
Company : HCL America Inc.
Job Type : Full-Time
Qualifications:
• In both a remote and in-person job, help travel advisors and travel concierges with everything from team and one-on-one coaching to management every day.
• Maintain the Voice of the Customer program by bringing Contact Centers together around an uniform strategy for conducting consumer satisfaction surveys and gathering customer feedback throughout the whole purchase process.
• being a pool leader for a group of dedicated support services contributors (for example, IT VIP Service Leads and Information Technology Services Desk Leads, among others), who are in charge of making sure resources are properly managed and that those contributors receive adequate training. The training and mentoring of such folks might be another one of your duties.
• Each Concierge is held accountable for the overall success of their business by the Concierge Manager.
• Contributes significantly to the day-to-day management of other Service Delivery Managers, including, as necessary, appropriate mentoring, coaching, team-building activities and employee retention initiatives..
• Organize monthly, quarterly, and annual business evaluations with internal stakeholders and suppliers, and build connections and feedback channels to continually enhance the services.
• Assess and monitor team and individual data; generate and disseminate reports; and organize and implement incentive programs to raise metrics while maintaining or improving quality while maintaining or enhancing quality
• To make sure there is enough personnel and structure in the department, including day-to-day activities and duties, manage and coach the supervisors and team leaders.
• A customer service representative helps to make sure that all customer contact points, both inside our own group and those of our outsourced partners, provide the same level of service to all customers. This person supports and enforces the quality standards that govern customer interactions.
• Assist the client in establishing scale-able and powerful back-end infrastructure that meets their goals by understanding and expressing the client's needs to the operational delivery teams.
Skills:
• Effective planning, evaluation, and administration are necessary for long-term strategic thinking and successful action plans.
• Customer-vendor relationships and their importance in recruiting and retaining partners in the contact center must be better understood.
• Exceptional oral and writing communication skills, as well as the ability to discuss technical solutions in business terms, develop rapport, and convince people, are required.
• Competence across a wide range of industries (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)
• Understanding of the need of care and judgment in the delivering of criticism, redirection and explanation
