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Senior Service Delivery Manager

2 months ago

Cape Town, Western Cape, South Africa SA Commercial (Pty) Ltd Full time
Key Responsibilities:

As a Senior Service Delivery Manager at SA Commercial (Pty) Ltd, you will be responsible for managing a team of customer service professionals in a call center environment. Your primary goal will be to ensure exceptional customer service delivery and continuous improvement of service quality.

Key Skills:
  • Minimum 2 years experience as a Team Leader or in a similar role within a call center service environment.
  • Experience in managing a variety of performance indicators at multiple levels, both internally and externally.
  • Strong people management skills to motivate and drive the team, with a focus on minimizing absenteeism and attrition.
  • Exceptional leadership and motivational skills with a track record of achieving targets.
  • Strong communication and interpersonal skills to interact effectively with team members and stakeholders.
  • Solid understanding of outbound/inbound service performance management strategies and techniques.
  • Excellent problem-solving abilities and the capacity to make quick decisions in a dynamic environment.
  • Proficient in using CRM systems and other relevant software applications.
  • Strong analytical skills with the ability to interpret data and derive actionable insights.
  • Flexibility to work in shifts and adapt to changing priorities.
  • Experience in managing multilingual campaigns (advantageous)