Director | Service Delivery Management | Alexandria | Retail Vertical

Sutherland is seeking a dynamic and strategic-thinking person to join us as the Director of Service Delivery overseeing one of our growing Retail programs! This position will be based onsite in Alexandria. We are a group of forward-thinking and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed we want to work with you!

Qualifications :

Directors in this role get to:

• Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. 
• Build the Company: Partner with all divisions across all segments in efforts to improve and drive performance. 
• Define Sutherlands Reputation: Oversee and manage performance and service quality to guarantee customer satisfaction Take the lead: Perform strategic analysis is business performance data to address Plan Sponsor needs; drive financials to ensure results and commitments are met. 
• Improve the Company: Make recommendations to enhance processes and boost ease and efficiency. 
•  Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs resolve issues and meet expectations. 
• Drive Sutherland Forward: Oversee the design development and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans.

Our most successful candidates will have:

• Experience managing a workforce of 300 employees within the contact center or BPO industry.
• 8 years of progressive management experience with 5 years of managing service delivery for an account
• Strong understanding of both Customer Service and Sales operations.
• Proven experience in performance management across Egypt-based lines of business with potential future responsibility for Jamaica.
• Previous experience in the retail sector is an advantage.
• Hands-on experience managing both voice and digital channels including chat and SMS.
• This is an onsite role based in Alexandria.
• Candidates must currently be based in Alexandria as relocation support is not available.

Remote Work :

No

Employment Type :

Full-time