Service Delivery Specialist

4 days ago


Johannesburg, Gauteng, South Africa Sutherland Full time
Job Description

Sutherland is seeking an exceptional individual to fill the role of Associate Manager – Service Delivery. This dynamic position involves overseeing customer deliverables, process maintenance and improvement, and people management as part of service delivery.

Responsibilities:
  1. Keep Management Updated: Ensure timely and accurate reports are relayed to key stakeholders.
  2. Impact the Bottom Line: Develop effective strategies based on meaningful data analysis and keen observations.
  3. Define Sutherland's Reputation: Oversee performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs.
  4. Strengthen Relationships: Establish and maintain communication with clients and team members; understand needs, resolve issues, and meet expectations.
  5. Take the Lead: Monitor work queues/e-mails as per defined targets; report outages and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across the program; focus on SLA to meet client satisfaction; meet shrinkage and attrition goals set by the company.


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