Job Summary
Identifies the clients needs and oversee the delivery of the services within the context of the business relative to the agreed Service Level Agreement (SLA). The main focus is to establish processes to provide consistently high levels of customer service in a cost-effective manner
Responsibilities
- Establish and refine delivery processes
- Oversee employees in different stages of the delivery process.
- Holds all service departments and employees within the team accountable for carrying out the required processes and tasks and provide excellent customer service.
- Assess customer feedback and improve procedures accordingly to ensure that excellent customer service is always provided.
- Reduce costs without affecting the overall customer experience.
- Support the Senior Management Team in carrying out initiatives to improve customer experience.
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Drive internal service review meetings covering performance, service improvements, quality and processes.
- Encourage team members, including communicating team goals and identifying areas for new training or skill checks.
- Communicate and ensure that deadlines and project completion goals are met based on Service Level Agreement/s
- Conduct team meetings to update members on best practices and continuing expectations.
