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Job Description
Service Delivery Manager needed for Raya contact center Gulf (Dubai Site.)
- Manages the delivery of contracted outsourced services for HROs/ Hosting accounts including (as contracted) facility updates, capacity and seating plan, information technology infrastructure, recruitment and payroll.
- Builds and maintains strong client relationship keeping a running client engagement activities; meetings, calibrations and sharing client feedbacks and releasing business growth opportunities
- Acts as Primary point of contact regarding overall and day to day service delivery for client issues, escalations and complaints.
- Resolves daily issues of a complex scope that impact the business and overall business objectives.
- Ensures on time and accuracy of submitting financial transactions (Invoices/ PRs/ POs...Etc.) and maintains a positive GP and revenue on accounts levels.
- Liaison with concerned teams/support teams to ensure smooth and immediate response and communication as needed to enhance service delivery
- Ensure appropriate metrics and trends are collected, analyzed and delivered to management to ensure continuous improvement of service delivery.
Job Requirements
- Remarkable client relationship skills and management skills.
- Wide experience in a fast paced operations management.
- Customer focus and proven results of improving the consumer experience.
- Excellent communication skills, both written and verbal are a must.
- Ability to work with high demand clients on a large scale.
- Strong negotiation skills.
- Previous experience working with clients required.
- Project Management experience is preferred
- Strong Understating RAYA’s culture & values
- Strong Understating RCC business goals and objectives
- Strong understanding of Contact Center policies & procedures
- Ability to read and understand contract terms and conditions
- Awareness of invoicing cycle; penalties and rewards.
- Strong communication skills
- Strong client management skills
- Strong planning and organizing skills
- Attentive to details and result oriented
- Strong level of negotiation and resourcefulness