Service Delivery Leader
Job Description:
• Be responsible for the end-to-end customer contact processes and their associated customer experience,
supporting across client and company initiatives to drive improvements, improve efficiency and other
strategic initiatives.
• Responsible for the recruitment, training, induction and coaching strategy across the contact center
• Work closely with HR, Field Ops, Business Development and Training delivery teams. Taking responsibility
for the ongoing development all levels of contact center colleagues.
• Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required
across the contact center operation
• Lead an effective resource planning team, ensuring that resource is fully utilized, and any contact demand is
effectively covered.
• Applying best practices, develop continuous improvement plans and make recommendations based upon
the employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and
technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact
handling SLAs.
• Act as the Voice of the Customer, championing change and improvements across the customer experience,
drive change and influence future change/projects to support and achieve improvements in the customer
experience.
• Deliver cost efficiencies and increase in Customer Satisfaction Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal
obligations are met across all interactions.