Senior Manager - Service Delivery (Tech support) - Hyderabad
hyderabadFull Time
BPO
CALL CENTER
CUSTOMER SERVICE
CUSTOMER SUPPORT
SERVICE CENTER MANAGEMENT
TECHNICAL
TECHNICAL SUPPORT
Job description
Job Title: Senior Manager -
Service Delivery
Location: Hyderabad
Candidate expectations:
14+ years of operations
experience within a BPO/ Contact Centre with last few years managing and
running the operations.
5+ years of leading programs
with minimum headcount of 300-400 FTEs across the 24/7
Experience of working with
technical clients (domain / industry / customer) with expertise in Technical
Support will be preferred.
Candidate to have some prior
experience in managing technology-based businesses with very high customer
service orientation
Proven track record in
leading and motivating large teams, with the ability to attract and nurture
talent
Demonstrated success in
exceeding performance metrics and contractual obligations
Experience in building
relationships within a matrix-driven organization
Strong client-facing
communication and negotiation skills
Analytical acumen to
streamline complex processes
MBA/ PG Degree would be an
advantage
Job Responsibility:
P&L:
Manage P&L of
the business operations, including the development and execution of the overall
business strategy.
Operations: Drive operational
improvements for business vertical including optimizing resource allocation
across teams, measuring progress against business goals, Agent Satisfaction
Rates, First Touch Resolution, Resolution Rate, Case Ageing, Reopen Rate,
Contact Closure rates, Repeat contact/churn etc.
Team management:
Manage a
large, high performance, global team. Improve organizational efficiencies,
build scalable business processes and infrastructure. Help align delivery
capability to pipeline demand. Design and run scaled operations with a data-oriented
approach. Provide vision and leadership for business.
Strategy: Build strategy
aligned with the growth objectives. Lead cross-functional strategic planning
activities to plan budgets, expansion plans and operational plans (service
design, operations costs, hiring, etc.)
Business Growth:
Support
business growth by collaborating with Sales & marketing across geographies.
Best practices:
Develop and
deploy best practices across offerings. Collaborate across domains to share and
understand best practices and implement where applicable.
Innovation:
Lead innovation
& value add efforts between Client and the company.
Domain Capability:
Strengthen
domain capabilities.
Compliance: Ensure compliance
with all client regulatory requirements
Client Satisfaction: Ensure
client satisfaction. Become ‘Voice of the Customer’ Establish strong
relationships with clients.
Skills Required
Senior Manager - Service Delivery (Tech support) - Hyderabad
ITES/BPO/KPO
Full Time, Permanent
Key Skills
- BPO
- CALL CENTER
- CUSTOMER SERVICE
- CUSTOMER SUPPORT
- SERVICE CENTER MANAGEMENT
- TECHNICAL
- TECHNICAL SUPPORT
Other Information
GO/JC/960/2025
Devikala D
