Service Delivery Manager – Kolkata

We are currently seeking a Service Delivery Manager in Kolkata with leadership qualities, strategic thinking, and operational prowess to join our team in Kolkata to spearhead operational performance and ensure exceptional service delivery to our clients. As a key leader, you will oversee the implementation of operational governance strategies, collaborate with cross-functional teams, and drive initiatives to enhance customer experience and drive cost savings. If you have a passion for operational excellence and proven experience in service delivery management, we invite you to apply and be part of our dynamic team.

Job Description

  • Develop and implement operational governance strategies to optimize performance and ensure adherence to SLA and KPIs.
  • Oversee the day-to-day operations efficiency metrics performance to optimize service level.
  • Collaborate with key support vendors, including IT, WFM, quality assurance, Training, and HR, to ensure timely and high-quality service delivery.
  • Monitor and analyze critical and non-critical KPIs to identify trends, improvement opportunities, and risk areas.
  • Provide regular reporting and analysis to senior management on operational performance, key metrics, and areas of concern.
  • Lead cross-functional initiatives to improve operational efficiency, enhance customer experience, and drive cost savings.
  • Ensure compliance with regulatory requirements, company policies, and industry best practices.

Job Requirements

  • Bachelor’s degree or equivalent in a related field.
  • More than 10 years experience in international contact center operations, with at least three years in a service delivery or operations management role.
  • Proven track record of success in managing operational governance, including overseeing critical and non-critical KPIs.
  • Strong understanding of workforce management principles, quality assurance processes, training, and HR practices within a contact center setting.
  • Advanced skills in Microsoft Excel and PowerPoint.
  • Excellent analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
  • Solid understanding of financial concepts and the ability to manage budgets, forecasts, and financial performance metrics.
  • Strong leadership abilities, focusing on driving results, fostering teamwork, and promoting a culture of accountability.

Why Join Fusion CX:

Join Fusion CX as a service delivery manager at Kolktata and be part of a company that values excellence and innovation in service delivery. As a key leader in our organization, you’ll have the opportunity to make a meaningful impact by ensuring the highest service standards to our clients. With continuous learning and development opportunities, a collaborative work environment, cutting-edge technology, and a values-driven culture, Fusion CX offers an exciting platform for professional growth and career advancement. If you’re passionate about delivering exceptional service and driving positive outcomes, join us and be part of a team dedicated to excellence and customer satisfaction.

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Fusion CX does not employ brokers or agencies for recruitment purposes and never requests payment of any kind from job applicants. All legitimate job openings can be accessed directly through our official careers page. Beware of fraudsters claiming to represent Fusion CX and always verify the authenticity of any recruitment communication.



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