Deskripsi Pekerjaan
Are you a seasoned Service Delivery Manager with a passion for driving operational excellence? Eclaro is seeking a dynamic, result-oriented professional to lead our high-performing Dental Account team in Metro Manila. In this critical, on-site role, you will be the strategic bridge between our client’s business goals and our support operations.
You will oversee a multi-channel support environment (chat, email, and voice) to ensure world-class customer service delivery. Your primary focus will be optimizing workflows, maintaining rigorous SLA standards, and fostering a culture of high performance and continuous improvement. If you have a proven track record in managing BPO or technical support accounts and thrive in a fast-paced environment, we want to meet you.
Tanggung Jawab
- Lead, mentor, and inspire a diverse team of support professionals to exceed performance targets.
- Manage end-to-end service delivery for a high-priority dental account, ensuring seamless operations across voice, email, and chat channels.
- Monitor and analyze key performance indicators (KPIs) to drive consistent improvements in CSAT, AHT, and resolution rates.
- Act as the primary point of escalation, resolving complex issues while maintaining strong client relationships.
- Implement data-driven strategies to streamline support workflows and increase operational efficiency.
- Collaborate with cross-functional departments to ensure alignment on client expectations and internal service standards.
- Develop and execute regular performance reviews, coaching sessions, and development plans for staff.
Kualifikasi
- Bachelor’s degree in Business Administration, IT, or a related field.
- Minimum of 5 years of experience in service delivery, account management, or operations leadership within a BPO/Contact Center setting.
- Proven expertise in managing multi-channel accounts (voice, chat, email).
- Strong knowledge of dental or healthcare account operations is a distinct advantage.
- Excellent analytical skills with a focus on SLA management and quality assurance.
- Exceptional leadership, communication, and stakeholder management skills.
- Willingness to work in an on-site capacity in Metro Manila.