Service Delivery Manager - Contact center operations

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Service Delivery Manager - Contact center operations

Service Delivery Manager - Contact center operations

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Key responsibilities:

  • Daily control, management and coordination of the remotely working multilingual agent teams
  • Service Delivery preparation including scheduling, scripts and training materials
  • Handling escalations, providing advice on occurring issues and taking initiative to develop the project
  • Facilitation of the design, implementation and resolution of complex business issues collaborating with Line Manager(s)
  • Active participation in various internal and client meetings/conference calls
  • Meeting and exceeding customer expectations by managing SLA’s, KPI’S, relations with client representatives
  • Providing training & integration sessions, feedback, guidance & support to all assigned agents
  • Performance & community management of the assigned agent teams
  • Preparing reports, quality indicators and presentations on a regular basis


  • College or University degree
  • Fluency in English
  • In addition to fluent English, fluency in another European language is a strong advantage
  • Contact center experience is a must
  • Demonstrated experience (5+ years) in a Service Delivery/Operations function in a contact center environment, including solid experience of dealing with Customers and internal teams
  • Proficiency in Microsoft Office Suite and Online applications; technology acumen
  • Excellent verbal and written communication skills
  • Project & Change Management skills: ability to manage multiple, complex, on-going tasks and related escalations & changes in a timely manner
  • Business Relations/Account Management skills
  • Leadership skills: ability to coach, challenge and build high performing teams
  • Project Management certifications are a plus


  • Hungary

Ideal profile:

  • Dynamic nature, passionate about growth & innovation
  • Thrive under pressure
  • Values team collaboration but responsible to work alone on his/her project
  • Understanding of business drivers; entrepreneurial by nature with a strong sense of ownership

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