Deskripsi Pekerjaan
Join Flatworld Solutions, a Great Place to Work-certified company, as a Service Delivery Manager for Sales Accounts. In this pivotal role, you will orchestrate seamless service delivery for key client accounts, ensuring exceptional customer experiences while driving operational excellence. You'll bridge the gap between sales and service teams, fostering collaboration to exceed client expectations and retention goals. This position offers the opportunity to lead high-performing teams in a dynamic BPO environment, implementing process improvements that enhance service quality and efficiency. As a trusted advisor to clients, you'll proactively address challenges and optimize service solutions, contributing to our reputation as an industry leader in customer service and business process outsourcing.
Tanggung Jawab
- Oversee end-to-end service delivery for assigned sales accounts, ensuring SLA compliance and client satisfaction
- Lead, mentor, and develop service delivery teams, fostering a culture of performance excellence
- Collaborate with sales teams to align service strategies with client business objectives
- Monitor and analyze service metrics (KPIs, CSAT, FCR) to drive continuous improvement
- Manage client relationships, addressing escalations and implementing resolution strategies
- Develop and optimize service processes, documentation, and training materials
- Prepare regular performance reports and strategic recommendations for stakeholders
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 3-5 years in service delivery, account management, or operations leadership
- Proven experience managing client relationships in BPO or customer service environments
- Strong analytical skills with proficiency in CRM and service management tools
- Exceptional communication, negotiation, and conflict resolution abilities
- Experience leading cross-functional teams in dynamic, fast-paced settings
- Certification in service management (ITIL, Six Sigma) preferred