Service Delivery Manager - Contact Centre
Job Title - Service Deliver Manager
Hours of work - Working 5 days out of 7 between Monday-Sunday 7AM-11PM, approx. 37.5 hours per week. Full flexibility is required.
Salary - £32.000 per annum
Location - Remote, Working from home
Our Clients Service Delivery Manager’s purpose is to drive the performance of their teams and team managers, whilst ensuring staff engagement and delivering solutions to problems.
As an SDM, if you’re not looking at intra-day forecast reports, dialer adherence, productivity stats or Grade of service, then you’d better be analysing CSAT scores, measuring the effectiveness of your Team Managers or reporting feedback to your line manager!
All aspects of delivering service has to result in a happy Customer and a happy Client.
What will you bring to the role?
You’ll understand contact centre performance metrics and how these are used to effectively manage performance
Your communication skills will be excellent, and you will be able to use them to understand and communicate new processes and requirements
You’ll be able to build strong and effective relationships with your employees, your peers and your manager
You’ll be able to organise and manage your time effectively whilst balancing multiple tasks and projects
You’ll be confident reading, analysing and interpreting reporting and MI
You’ll be an excellent coach and line manager capable of mentoring your direct reports and moulding their development
You’ll have a good understanding of Real time adherence and will work closely with the planning teams to ensure a good grade of service
What you have need to have done before:
You’ll have experience of managing managers in a contact centre environment
You’ll have quantifiable experience maintaining service levels & performance metrics
Workforce Staffing are responsible agents representing employers throughout the UK with temporary and permanent placement services. We operate from several prime locations and are likely to have an office right near you. Our team offer a unique service tailored to match your precise needs and can assist you with the following job categories; Clerical and Administration, Call Centre, Customer Services, Sales and Business Development, Secretarial and PA, Professional and Management.