Delivery Management Manager Jobs in Abu Dhabi | Catalent

Delivery Management Manager Jobs in Abu Dhabi | Catalent

Job Description

We are now recruiting for a Service Delivery Manager to oversee the Company's customer support activities throughout our diversified Contact Center network. The ideal applicant will be able to deconstruct customer feedback in order to identify communication gaps as well as the necessary operational or systemic changes. All of this must be accomplished in a disciplined way that ensures appropriate resolution, learning, and customer experience development. The role of the Service Delivery Manager is important to the organization's success. The selected applicant will have substantial expertise in leading and managing contact center vendors.

Qualifications:

Lead and teach the department's supervisors and team leaders to ensure effective staffing and structure, including daily duties and responsibilities.

Charged for making sure their Concierge achieves all of their KPI targets, contractual requirements, and more.

A solid and scale-able back-end infrastructure is essential to meet the customer's objectives. This is done by ensuring that the operational delivery teams understand and communicate the demands of the client.

Daily management assistance is provided to fellow Service Delivery Managers, including mentoring, coaching, team development, and retention programs.

Including customers and suppliers in frequent evaluations of the organization may improve the quality of service.

Consistently ensures that all client contact points, both inside our internal group and throughout our outsourced partner network, adhere to the quality standards that govern customer interactions.

In a remote and in-person position, provide daily assistance to travel advisors/travel concierge via team and 1:1 coaching, as well as management.

Motivate the team and its members by creating and implementing incentive programs that raise metrics while also maintaining or improving quality.

Promote a "Voice of the Customer" campaign by bringing together Call Centers around a common approach to customer satisfaction surveys and feedback across the whole purchasing process.

Responsible for properly managing the resources contributing to the various squads driven by Products, as well as for developing and coaching those individuals, responsibilities may include acting as a pool leader for a community of key dedicated support services contributors (for example, IT VIP Service Leads, IT Service Desk Service Leads, and so on).

Skills:

Qualifications for success include the ability to communicate effectively, notably the capability to explain technical solutions in commercial terms, develop relationships, and convince people.

Consulting skills that covers a wide range of areas and challenges (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)

A comprehensive knowledge of the contact center environment, as well as the importance the client-vendor relationship plays in the recruitment, retention, and performance of elevated partners.

the ability to think strategically over the course of many years and come up with plans that are well-executed

Extensive experience using discretion and judgment when offering criticism, direction, explanation, and disciplinary action.

Human Resources