Service Delivery Manager - International Contact Center Operations

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International Service Delivery Manager - Contact Center Operations

Service Delivery Manager - International Contact Center Operations

Our team members are passionate about growth, innovation and collaboration. We are constantly striving to improve ourselves so that we can better support our clients. If you have a dynamic nature, would like to develop at a fast growing company and you thrive under pressure, you are a great fit for our team!

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 Service Delivery Director
  • Active participation in various internal and client meetings/conference calls/journeys (Travel time: 0-20%)
  • Meeting and exceeding customer expectations by managing relations with client representatives
  • Providing training & integration sessions, feedback, guidance & support to all assigned contact center agents
  • Performance & community management of the assigned agent teams
  • Preparing reports, quality indicators and presentations on a regular basis

Requirements

  • College or University degree
  • Advanced level of English +fluency in German or French or Italian or Spanish language
  • 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 Management skills: ability to manage multiple, complex, on-going tasks and projects in a timely manner
  • Leadership skills: ability to coach, challenge and build high performing teams
  • Understanding of business drivers; entrepreneurial by nature with a strong sense of ownership
  • Project Management certifications are a plus

Location

  • Budapest, Hungary, 9th district

How to apply?

  • If you would like to join us, please send your CV and motivation letter in English with your salary requirements to: hr@cloudagents.com