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Service Delivery Manager - Dubai

Raya Customer Experience
Dubai, United Arab Emirates
Posted 5 years ago
386Applicants for1 open position
  • 236Viewed
  • 57In Consideration
  • 159Not Selected
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Job Details

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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

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