Delivery Lead
към Concentrix Services Bulgaria EOOD

София | От преди 101 дни | Услуги и аутсорсинг

The Delivery Lead has the overall managerial responsibility for the delivery center. He/ She is overall responsible for the service quality delivered by the department, meeting Service Level Agreements (SLAs) within budget and also leading cost take out initiatives, and the client satisfaction as related to the department performance. He / She manage the various processes in the department and lead multi-functional teams in resolution of cross-functional questions/issues.

Responsibilities :

  • Leads the development, delivery and implementation of processes, policies and practices within the assigned department
  • Provides leadership, resources and tools to deliver contracted services to client
  • Provides leadership and guidance, and is in charge of driving the teams to meet the quarterly and yearly margin targets.
  • Acts as a point of contact for the relationship with the client senior management team(s) and takes ownership for Concentrix’s relationship with the client and customer satisfaction.
  • Provides guidance to the team in ensuring compliance to business controls and Audit requirements.
  • Works with all levels of center management to drive business objectives and strategy
  • Recognizes and solves emerging problems/issues and provides counsel to management on issues requiring in-depth understanding of highly technical/client relationship
  • Manages headcount targets in order to achieve optimal results
  • Coaches and supports line of business or market operations managers to ensure that they can perform their roles efficiently and effectively
  • Takes a hands on approach to understanding the different lines of business in order to engage successfully in client interactions
  • Drives an innovation program for TripAdvisor in the location
  • May be asked to specialize or focus on a line of business in order to drive Concentrix’s overall global performance and initiatives and to speak with one voice to the client on behalf of Concentrix in this area.
  • Take personal responsibility to understand and comply with all company and client business controls requirements and policies.
  • Performs additional tasks according to business needs

Requirements:

  • University degree
  • At least 3 years experience and knowledge in leading Customer Service department
  • Experience in high volume processing functions, within an international environment
  • Fluent English language skills – both written and verbal
  • Fluency in another European language – both written and verbal
  • Advanced knowledge in MS Office applications
  • Expert knowledge on the required subject matter
  • Understanding of organizational resources, priorities, needs and policies
  • Client relationship management abilities (both internally and externally)
  • In-depth knowledge and experience in designing, implementing and applying business processes, management and measurement systems
  • Excellent written and verbal communication skills to interact regularly with internal functions and managing executives (internally and externally)
  • People management expertise and proven leadership track record
  • High degree of analytical ability in the design, development and implementation of processes/transactions and reports

 


За Concentrix Services Bulgaria EOOD

Concentrix Services Bulgaria EOOD

Concentrix, a wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer [...]
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