Are you passionate about ensuring exceptional service delivery and client satisfaction? Do you thrive in managing teams and driving operational excellence? If so, we want you to join our team!
Future Group Translation and Localization Services is seeking a dedicated Service Delivery Manager to oversee our interpretation services and ensure the highest level of client satisfaction. As a Service Delivery Manager, you will play a pivotal role in managing interpretation over-the-phone accounts (both audio and video) and ensuring seamless communication between non-English and English speakers.
Job Description
Manage interpretation over the phone account (Audio/Video) to ensure Client/end consumer satisfaction.
Responsible for the quality delivery and Client satisfaction of end-to-end service management within the assigned account.
Responsible for the management of service delivery, quality and cost optimization, service revenue and expansion, billed work, and overall service client satisfaction.
Work with their delivery teams to deliver and optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account base meeting and exceeding objectives.
Responsible for the Quality of Service Delivery throughout the assigned account base.
Serve as the main point of contact for the Client and Operations team on all service delivery and Client service-related matters and manage all aspects of service delivery operations end to end.
Ensures service delivery is by contract service level agreements and meets or exceeds client expectations
Conducts service performance reviews with clients, evaluates and articulates customer service performance levels related to contractual terms, identifies internal and external opportunities to optimize service, and drives and tracks results against plan.
Responsible for engaging other service delivery support teams (WFM) and working across matrix organizations to optimize service quality and provide solutions to service delivery issues.
Responsible for total service revenue and service growth of assigned accounts.
Ensure contract terms and conditions are fulfilled, including on-time and on-budget performance, completion of quality checks, and resolution of non-performance issues with vendors and subcontractors.
Audit team actions, orders, and procedures; frequently conduct skip level meetings to ensure equal chances of support for his assigned team members and encourage a healthy environment which leads to better opportunities for achieving targets and benchmarks.
Communicates with the client concerning the business reviews operational results participates in client’s meetings and aligns to the general strategies and actions aiming to improve the level of satisfaction of the client and meet the set CS benchmark.
Job Requirements
Bachelor's degree in a relevant field (e.g., Communication, Business Administration).
Minimum 5 years experience in a call center environment. (managing voice account)
Preferred to have Interpretation Management experience.
Proven track record of managing large teams and meeting performance targets.
Excellent English
Proficiency in call center technologies and customer service platforms
Excellent Operational Knowledge.
Knowledge of COPC requirements.
Ability to manage 24/7 operations.
Strong performance track.
Presentation Skills.
Decision maker.
Strong Communication Skills.
Familiar with WFM.
Ability to adapt to a fast-paced environment and make timely decisions
Flexibility to work irregular hours and weekends to support operational needs
Flexibility to travel abroad and attend related industry events and conferences.
Working Hours: US shift.
Working model: (Hybrid)
Working Days: 5 days (2 days Off)
Gender: Female
Reporting To: Director Of Global Service Delivery.
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