Client Service Delivery Manager w/ Fluent level of English

Job Overview

  • Salary Ranges €40.000 ~ €50.000
  • Experience Level Manager
  • Total Years Experience 0~5

Role: Client Service Delivery Manager

Industry: Call Center / BPO International Company

Location: Barcelona

Key Languages: Fluent level of English

 

Your New Company:

On behalf of our client an established, international organisation, we are looking for an experienced Service Delivery Manager reporting directly to the Leadership Director. You will be responsible for managing internal & external relationships with stakeholders whilst ensuring the delivery of contractual SLA´s and guaranteeing the best possible service. You will also ensure that Attrition/ Retention/ Tenure/ Engagement strategies are all aligned with the clients vision and aspirations. You will be tasked with responsibility of New Business, growth of existing projects and retention of contracts across your accounts. You should have a commercial mindset and be comfortable with Contact Center Cost models, P&L management and proficient understanding of GP/ EBIT indicators.

Your Responsibilities:

-Develop and maintain strong relationships across your client base

-Identify and create new business opportunities collaboratively with the Leadership Director to prepare and presente profitable strategic proposals that add value to the client program

-Provide insights to clients based on Contact Center Metrics, KPI’s and Trend reporting

-Assist the Leadership Director in the preparation and negotiation of the operating budget for alignment with the company financial forecasting calendar (ROB Numbers)

-Ensure the operational teams are fully briefed and trained to be able to deliver the services required to fulfil the client’s objectives and maximize profitability

Ensure that the team is engaged, motivated and performing according to their objectives while increasing retention

 

What success is made of:

-You have previous experience as a Operations Manager, Global Account Manager or a Client Service Delivery Manager in a BPO / Outsourcer environment

-Experience in client relationship and operational management

-Experience in succession planning and people development

-Think strategically and execute tactically

-Ability to work to deadlines

-Client orientation & negotiation skills

-Excellent communication & negotiation skills

-Strong interpersonal skills, problem solving and analytical skills

 

What’s in it for you?

-Full-time contract (39 hours/week)

-Fixed schedule Monday to Friday

-Salary according experience

-24 days holiday per year on full time basis

-Being part of a constantly growing company & team, with endless opportunities for career development

 

Here’s what you need to do next…

If you’re interested in this role please send an email expressing your interest to: teresa@wearecmr.com along with an up-to-date copy of your cv and  cover letter explaining what makes you suitable for this role.

 

 

 

 

 

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