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Service Delivery Manager - Contact Centre

  • Salary: Up to £65000 per annum + Excellent Benefits
  • Job type: Contract
  • Location: City of London, London
  • Sector: Other
  • Date posted: 30/10/2018
  • Job reference: BBBH87205

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Service Delivery Manager - Contact Centre

Third Sector Experience Essential

12 Month FTC | £65,000


Job Purpose

To develop and support the on-going design and management of the service through the development and implementation of a partnership model framework and approach and on-going effective management of the delivery of the telephony, web chat and email distribution channels through a third party organisation.

Essential Criteria

  • Substantial expertise in managing operational services contracts including delivery of targets with proven expertise in service delivery through third partners.
  • Proven expertise in pro-actively identifying and managing any potential shortfalls in performance.
  • Excellent stakeholder management and customer service skills.
  • Deep understanding of quality assurance techniques, compliance processes, continuous improvement and process development and a track record of delivering business improvement.
  • . Experience in carrying out audits and checks of third party organisations.
  • Deep knowledge of budget management, target setting and performance indicators.
  • Excellent influencing and communication skills.
  • Excellent decision making and analytical skills.
  • . Ability to produce papers at senior management level.
  • Flexibility to travel around the UK or wider (subject to 3rd party provider locations).
  • Ability to build relationships quickly and effectively with colleagues and 3rd party providers.
  • Proven negotiation skills, the ability to work under pressure, meet aggressive deadlines, make effective decisions while maintaining flexibility and sound judgment.
  • Strong IT and MS Office (esp. Excel) skills.

If you're interested in finding out more please click apply or contact Emily Gandy on 0161 924 3639

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