Service Delivery Manager
Humach
- Kingston and St. Andrew
- Not disclosed
- Permanent full-time
- Updated 23/08/2023
- HRM
Service Delivery Manager will manage and monitor the ongoing responsibilities of the Service Delivery team. This individual will serve as a resource and point of contact for department managers.
Humach is a fast-growing company based in the United States and is an industry pioneer in the contact center and digital agent /AI industry, focusing on customer sales and support. For over 34 years, the leadership at Humach has continued to revolutionize the CX industry into where we are today. We combine the best of human and digital agents for the benefit of the end customer. Our call center in Kingston is located at the University of the West Indies Mona.
Due to company growth, Humach is hiring a Service Delivery Manager to manage and monitor the ongoing responsibilities of the Service Delivery team. This individual will serve as a resource and point of contact for department managers.
RESPONSIBILITIES
- Oversee the completion and accuracy of Service Delivery responsibilities.
- Provide supervision, mentoring and professional development for the Service Delivery team.
- Maintain Service Delivery manual outlining current processes.
- Continually monitor current processes for efficiency and accuracy gains.
- Coordinate with project leaders to assess reporting needs.
- Ensure onboarding/offboarding process is followed consistently and completely.
QUALIFICATIONS
- Associates degree plus 3-5 years program experience in a training, supervisory or related role; or equivalent combination of education and experience.
- Excellent collaboration skills, team-oriented working style.
- Strong analytical skills and attention to detail.
- Ability to proactively anticipate problems and opportunities and confidence to use initiative to pursue solutions.
- Experience in building and maintaining relationships with various levels throughout an organization.
- Ability to speak professionally and present information to managers.
- Excellent verbal and written communication skills.
- Advanced knowledge of Word, Excel, Internet and Outlook required.
Humach offers a competitive compensation, health insurance, lunch allowance and more! This is your chance to join a dynamic team of professionals. Get the career you've always wanted – join Humach.