Inviting applications for the role of

As a Service Delivery Lead in Operations for Customer Service, you will play a pivotal role in ensuring the seamless delivery of services to our clients. You will lead a team dedicated to providing top-tier customer service while driving process improvements and operational efficiencies.

The service delivery lead would be responsible to oversee customer support for (EMEA,APAC,APJ) for multiple products.

Lead a transformative team with a growth ideology and strong drive towards quality and excellence

Responsibilities

Lead and Manage: Oversee the day-to-day operations of the customer service team, ensuring high-quality service delivery and adherence to client expectations.

Strategic Planning: Develop and implement strategies to enhance service delivery, improve customer satisfaction, and optimize operational processes.

Performance Monitoring: Track key performance indicators (KPIs) and metrics to assess team performance and identify areas for improvement.

Client Engagement: Build strong relationships with clients, understanding their needs and ensuring that services meet or exceed expectations.

Team Development: Mentor and develop team members, fostering a culture of continuous learning and professional growth.

LDT: Experience in lean six sigma and transformation projects on improving quality and improving customer experience

Qualifications we seek in you!

Minimum Qualifications

Bachelor's degree in:

Experience: Experience in a leadership role within customer service operations, preferably in a BPO or similar environment.

Education: Bachelor's degree in business administration, management, or a related field.

Electronics and Communication Engineering (ECE)

Electrical and Electronics Engineering (EEE)

Computer Hardware Engineering Or related technical fields.

Skills: Strong leadership, communication, and problem-solving skills. Proficiency in data analysis and process optimization.

Attributes: Results-driven, customer-focused, and able to thrive in a fast-paced environment.

Preferred Qualifications/ Skills

Knowledge on data analytics and POWER BI

Salesforce and Einstein

Technologies such as Power automation and Flow

Understanding of Billing methodologies and Oracle

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