Service Delivery Manager

Information

We are currently looking for professionals to work as Vendor Manager where it will have to act as a consultant to lead the existing Vendors working on technical customer service for our client to success. It will have to understand how the different verticals need to be aligned with vendor contracts signed as well as identify opportunities to be improved in the operation and maintain discussions with different stakeholders getting them aligned to achieve expected results on KPIs (Timeliness, Quality Assurance, Customer Satisfaction, others) What do we value? * People with experience in Customer Service Operations Management able to act as consultants on Project Management building excellent relationships with Client and client’s suppliers. We will assess those who have a technical profile or related experience in the role. Necessary skills and experience required • Experience as Project Manager with deep understanding of workforce management, QA, Customer Service Operation Management, contractual agreements and CX. • Outstanding communication, ownership, negotiation, and management skills who have excellent treatment with the client. We will assess those who have a technical profile or related experience in the role. • Experience working with Agile methodologies and dynamic environments and multiple stakeholders. • Written and verbal communication skills and experience collaborating with stakeholders across a large, global organization. Responsibility • Lead and manage the projects under his charge. Establish a project plan, monitoring its progress and tracking deviations in order to achieve stated goals. • Manage relationships with Vendor Managers and internal stakeholders (Knowledge Management Global Lead - QA Global Lead - Workforce Global Lead - etc.). • Prepare project progress reports, sharing best practices and potential actions to be implemented or proposing alternative solutions to management. Employee Status : Full Time