Service Delivery Supervisor

Job Description

• Cascade down operational plan & call center objectives to team leaders.
• Manage & follow up daily with operation process.
• Escalate hot issues to SD Manager with recommendations to handle it.
• Solve difficult problems by studying, evaluating, re-designing processes and service metrics, while monitoring and analyzing results to implement constructive changes.
• Ensure advising clients on products and services available by using the expertise presence in the team
• Ensure that all relevant communications, records, and data are updated and recorded
• Ensure monitoring Call center calls to improve quality, minimize errors and track operative performance.

Job Requirements

• Proven experience as a supervisor.
• Must have an excellent command of both written & spoken English.
• Excellent communication skills.
• Good working knowledge of MS office.
• Willing to work overnight and during weekends if needed.
• Very good Problem Solving and Handling Skills.
• Very good leadership skills.