Service Model Coordinator - 1 year contract

JOB DESCRIPTION

Mission

As a Service Model Coordinator, you will play a key role in enhancing global service delivery models. Your focus will be on reviewing existing services, identifying gaps, and proposing improvements to optimise operational efficiency and customer experience.

Key Responsibilities

Service Review & Analysis 

Conduct thorough evaluations of current service models to identify improvement opportunities. Areas of focus include:

• Supported solutions by region
• Service details (channels, operating hours, contact points)
• Support team structure
• Effort metrics (case volume, handling time)
• KPI tracking and reporting mechanisms
• Training requirements per solution
• Team training status
• Escalation procedures
• Access to tools and customer service platforms

Stakeholder Management 

Develop standardised processes for stakeholder engagement and reporting to ensure transparency and clear communication on service performance and project progress.

Tool Integration & Optimisation 

Work to streamline workflows and improve efficiency by integrating and refining existing operational tools.

Essential Qualifications

Experience

Minimum 3 years in service delivery and stakeholder management, preferably within the contact centre or BPO industry.

Skills

• Strong planning and time management capabilities
• Solid project management skills
• High computer literacy and ability to quickly learn new technologies
• Fluent English is required; additional languages are an asset

Desired Qualifications

Education: University degree in a relevant field

Industry Knowledge: Understanding of healthcare industry standards and regulations is advantageous

Personal Attributes

• Detail-oriented and methodical
• Capable of working independently and managing multiple tasks
• Resilient and composed under pressure, with a proactive mindset
• Positive and approachable, with strong interpersonal skills and professionalism