Associate Director - Service Delivery - Urgent Hiring

We are on the lookout for a brilliant Associate Director - Service Delivery to join our vibrant team at Concentrix in Dubai Dubai
Growing your career as a Full Time Associate Director - Service Delivery is a great opportunity to develop exceptional skills.
If you are strong in adaptability, people management and have the right drive for the job, then apply for the position of Associate Director - Service Delivery at Concentrix today!

About thejob

KeyResponsibilities:

•Service Delivery – achieving all key contractualSLAs

• Day to day Clientmanagement

• Lead all client andinternal calls for the process, single point ofcontact

• Direct WFM, Training, andother shared services for optimum functioning ofaccount

• Single point of contact forall financial decisions regarding theaccount

• Manage attrition and careerplanning of all employees within span ofcontrol

• Grow account strategically toincrease the top line for theorganization

• Manage and improve theprofitability of the account

• Ensurescontinuous improvement in service delivery through ProcessImprovement Initiatives

DesiredSkills:

• Vast experience(hands-on) in contact center/outsourcingspace

• Currently a Senior Manager role(min 100HC) that can lead the operations team including OperationManagers and Team Leads. Have the capability of building ahigh-performance culture of inspiration andmotivation.

• Can provide high-leveladvice on strategic planning, performance management, andcontinuous service qualityimprovement.

• Undertake thedevelopment, implementation, monitoring, and reporting of theOperations Plan to meet the goals.

• Canwork with the Senior Management Team both inhouse/CNX to improveperformance, service quality, processes, and informationflow

• Knowledge of leading deliverywith Voice business services is amandate

• Ability to monitor efficiencyparameters (seat utilization/shrinkage / attendancemanagement/retention etc)

• Ability towork under pressure and adapt & drive the team to meetconstantly changing dynamics

• Abilityto manage client expectations and drive high e-Sat / VOC•Strong financial management acumen. Understanding ofP&L

• Strong understanding ofcontracts and key BPO dynamics governingthem

• Strong customer serviceorientation and client managementskills

• Robust experience in drivingkey customer metrics like NPS/ CSAT

Benefits of working as a Associate Director - Service Delivery in Dubai Dubai:

● Excellent benefits
● Advancement opportunities
● Competitive salary