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Service Delivery Manager

Hi, I am currently applying for service delivery manager position (IJP) internal job in my office Travix international.

Below is the JD

For our office in Bangalore we are looking for a full time Service Delivery Manager Skyscanner

As the Service Delivery Manager you are accountable for the service delivered to Skyscanner customers. You achieve this by coaching your team which consists of Team Manager and Quality Assurance Managers. You ensure that all procedures & processes are executed by your team. You implement & monitor the successful implementation and you report out on this. You work closely with the Skyscanner Account Manager and goal is to ensure that the Skyscanner Team operates within the agreed service & quality levels.

Your Responsibility

Ensure that the service delivered to Skyscanner customers by the dedicated Skyscanner Team is on agreed Service Level

Ensure that the service provided to the Skyscanner customer is on the agreed Quality Level.

Ensure the Skyscanner team is following the procedures drawn up by Skyscanner for advisors as well as for Quality Assurance.

You are continuously improving your team by making use of several input sources such as Customer Satisfaction measurements, Quality audits, Complaints logbook.

You ensure that every change to processes / procedures is executed by your team. You monitor and report out on this.

You proactively give feedback to business support (WFM, Learning & Development) on how you think your team can better perform.

You support your team managers in their continuous improvement plans, and monitor the progress of their agents. Above that you ensure that all their agents have continuous improvement plans.

You are in close contact with the Sr Quality Assurance manager to stay aligned on the QA strategy and your team's execution on that.

You are in close contact with the Sr Team Manager to be able to ensure alignment on Team Manager performance

You are the main point of contact for Skyscanner when operational matters need to be addressed.

Færdigheder: Kundeservice, Leadership Development, Databehandling, PHP

Om klienten:
( 1 bedømmelse ) Bangalore, India

Projekt ID: #34384082

3 freelancere byder i gennemsnit ₹1317 timen for dette job

nitishghimire

Hi, I am a Computer Engineer with 7 years of experience in PHP(Laravel), React Native and Python. I have worked on several similar projects E-commerce Websites, Python Scraping and ERP Applications, and can deliver qu Flere

₹1050 INR in 7 dage
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f9programmer

Hello, Our company has experienced have over 15+ Years in in SDLC. Our senior Consultant who is experienced in Managing teams in the development of several Web apps, Data Processing, .Net, Mobile apps and cybersecurit Flere

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grapessoft

Hi Greetings! I am available right now for the project discussion and can start the project on an immediate basis. I have understood your project requirement I have7++ experience in design and development. I can ha Flere

₹1500 INR in 7 dage
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