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Service Delivery Manager
Recruiter
Cactus Search
Location
in Liverpool and Manchester , North West
Salary: Circa £40k + bens
Reference: 1468
Company / Role Overview:
An established organisation based in the North West requires an experienced contact centre operations specialist with excellent stakeholder account management skills to drive forward & manage one of their Key Clients. The ideal candidate must have exposure and understanding of contact centre operations & be fully conversant and aware of resource planning techniques, with the ability to translate client requirements into operational working practice. This is a Key Position for a dynamic and diverse organisation.
You will be responsible as a single point of contact for the engagement & delivery of the quality methodologies to the Operations structure. As a subject matter expert in resource planning, you will ensure that the account is modelled strategically, through the central planning teams, delivery of a best in class forecast and resource planning model that achieves Operational requirements.
Key Skills / Experience required:
•Understanding of the end to end resource planning cycle incorporating: Forecasting, Planning, Scheduling, Service Delivery and Management Information.
•Effectively manage relationships with Senior Operational teams, Clients and the Central Planning Team.
•Strong ability to work with, analyse and interpret large volumes of data/information. Along with the ability to understand the risks associated with the accuracy of the data
•Exposure & in-depth understanding of contact centre operations & be fully conversant and aware of resource planning techniques, with the ability to translate client requirements into operational working practice
•Able to communicate at all levels and have the ability to present issues in a clear and concise manner, using the most appropriate medium.
•Ability to organise self and others and to monitor and present work for stakeholders to execute.
•Ability to prioritise, delegate and manage expectations whilst under pressure from stakeholders.
•Ability to think outside the box & be creative with ideas to improve efficiency and solve complex problems.
•Good PC Skills - Competent in the use of MS Office, with a particular expertise in the use of MS Excel.
•Detailed Business understanding of principle drivers. Ability to understand basic finance and financial business drivers.
Key Responsibilities:
•Maintain & track quality and delivery issues and matters arising to be discussed at weekly team meetings through Stakeholder Analysis
•Ensure all available tools, processes & techniques are embedded and being used effectively by the operations to maximise efficiency & quality.
•Managing change and transformation of services in line with client’s demands; setting and managing to expectations.
•Building strong working relationships with Central Planning function, ensuring all requirements are fully understood and all parties have accurate & relevant inputs to be able to deliver quality service
•Continuous Improvement in both operations and client management throughout
•Acting as the single point of contact you will support the operation in identifying requirements and needs for quality Methodologies, facilitating the links between the Methodology SMEs and the operations
•Account management production and maintenance of the Central Planning service agreement for each managed account incorporating:- service agreement
•Driving continuous improvement – working closely with clients to improve their own business & processes that in turn improve the relationship.
•Ensure each contract is strategically modelled allowing to predict and recommend adequate resource levels that maximise efficiency, maintain quality and achieve target service levels and key business outcomes.
For more information, please contact Cactus Search today
Package:
Circa £40k + bens
An established organisation based in the North West requires an experienced contact centre operations specialist with excellent stakeholder account management skills to drive forward & manage one of their Key Clients. The ideal candidate must have exposure and understanding of contact centre operations & be fully conversant and aware of resource planning techniques, with the ability to translate client requirements into operational working practice. This is a Key Position for a dynamic and diverse organisation.
You will be responsible as a single point of contact for the engagement & delivery of the quality methodologies to the Operations structure. As a subject matter expert in resource planning, you will ensure that the account is modelled strategically, through the central planning teams, delivery of a best in class forecast and resource planning model that achieves Operational requirements.
Key Skills / Experience required:
•Understanding of the end to end resource planning cycle incorporating: Forecasting, Planning, Scheduling, Service Delivery and Management Information.
•Effectively manage relationships with Senior Operational teams, Clients and the Central Planning Team.
•Strong ability to work with, analyse and interpret large volumes of data/information. Along with the ability to understand the risks associated with the accuracy of the data
•Exposure & in-depth understanding of contact centre operations & be fully conversant and aware of resource planning techniques, with the ability to translate client requirements into operational working practice
•Able to communicate at all levels and have the ability to present issues in a clear and concise manner, using the most appropriate medium.
•Ability to organise self and others and to monitor and present work for stakeholders to execute.
•Ability to prioritise, delegate and manage expectations whilst under pressure from stakeholders.
•Ability to think outside the box & be creative with ideas to improve efficiency and solve complex problems.
•Good PC Skills - Competent in the use of MS Office, with a particular expertise in the use of MS Excel.
•Detailed Business understanding of principle drivers. Ability to understand basic finance and financial business drivers.
Key Responsibilities:
•Maintain & track quality and delivery issues and matters arising to be discussed at weekly team meetings through Stakeholder Analysis
•Ensure all available tools, processes & techniques are embedded and being used effectively by the operations to maximise efficiency & quality.
•Managing change and transformation of services in line with client’s demands; setting and managing to expectations.
•Building strong working relationships with Central Planning function, ensuring all requirements are fully understood and all parties have accurate & relevant inputs to be able to deliver quality service
•Continuous Improvement in both operations and client management throughout
•Acting as the single point of contact you will support the operation in identifying requirements and needs for quality Methodologies, facilitating the links between the Methodology SMEs and the operations
•Account management production and maintenance of the Central Planning service agreement for each managed account incorporating:- service agreement
•Driving continuous improvement – working closely with clients to improve their own business & processes that in turn improve the relationship.
•Ensure each contract is strategically modelled allowing to predict and recommend adequate resource levels that maximise efficiency, maintain quality and achieve target service levels and key business outcomes.
For more information, please contact Cactus Search today
Package:
Circa £40k + bens
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 17-09-2008
Viewed: 750 times
Viewed: 750 times
