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Site Operations Manager

transcosmos inc.
Closing date
27 Jul 2021

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Technology & New Media
Contract Type
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Staff Responsibility 300+ FTE (pioneer account), 3 sites in EMEA/APAC

Summary Of The Role The SOM is responsible for the delivery of specific transcosmos' Managed Services. They will work with the relevant Business Relationship Managers to identify service requirements, and develop service strategy, which it is the responsibility of the SOM to execute. All Managed Services personnel working within their service report to the SOM.

Key Tasks And Responsibilities
  • Responsible for the delivery of all Managed Services within the team
  • Ensure the Services are delivered to a consistently exceptional standard and as defined in the SOWs
  • Line manager and point of escalation for the agents providing the delivery of the Services
  • Work with the Business Relationship Managers to develop clear service strategies, objectives, and goals. Ensure your teams understand and deliver to these
  • Service Level Management and analysis of historical reports to identify service improvements
  • Set and monitor detailed KPIs to ensure the effective day to day operations of the Service
  • Work with the team to quickly resolve any Service issues and ensure continuous improvement
  • Work with Head of Service Delivery and Business Relationship Managers to implement effective training, reporting, process, and quality programs across the team
  • Responsible for ensuring effective personnel management within the team
  • Work with transcosmos' customers and represent Managed Services in customer meetings as required
  • Responsible for building an effective working relationship and gain the trust of the client.
  • Responsible for facilitating Monthly Service Reviews and Quarterly Strategic Business Reviews

  • University-level education
  • Support the Customer Experience & overall success of delivery
  • At least 3-5 years of Service Delivery Management experience within a multinational BPO/Contact Centre environment
  • Excellent communicator
  • Excellent personnel management skills
  • Qualifications/working knowledge of COPC or Six Sigma would be highly beneficial
  • Flexible to work on a shifting schedule (24/7 support)
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