Service Delivery Manager

4 days ago


Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time
About Us

lxbfYeaa is a company that prides itself on providing exceptional customer service.

Our Mission

To deliver outstanding customer experiences through our team of passionate and dedicated professionals.

Why Join Our Team?

As a Customer Service Supervisor at lxbfYeaa, you will have the opportunity to work with a talented team of individuals who share your passion for delivering exceptional customer service.

Key Responsibilities

  • Manage all operational aspects of a customer service team, including staff scheduling, performance metrics, and attendance.
  • Motivate and lead the team to achieve individual and team goals through coaching, training, and performance feedback.
  • Ensure adherence to break schedules, shift start/finish times, and call volume forecasts to maintain service levels.
  • Provide ongoing support and coaching to individual team members to improve customer communication skills and meet quality standards.
  • Foster a culture of customer-centricity by acting as a role model, championing customer needs, and escalating feedback for continuous improvement.
  • Ensure team understanding and compliance with customer service systems and processes to effectively resolve customer inquiries.
  • Create a positive and productive work environment through initiatives that boost motivation, morale, and employee retention.
  • Manage customer interactions, ensuring proper communication and appropriate escalation of service failures.
  • Maintain a two-way flow of communication within the team, relaying information effectively from management and collecting team feedback.
  • Handle escalated calls and outbound calls to customers as needed, ensuring timely and satisfactory resolution of complaints.
  • Generate accurate reports from the Customer Management System (CMS) to track customer journeys and identify areas for improvement.
  • Champion first-class customer service within the team, actively engaging in the roll-out of new customer service initiatives.
  • Effectively communicate changes in customer policies, processes, and services, ensuring the team is well-informed and adapts positively.
  • Undertake additional tasks as assigned by the Contact Center Manager.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

Apply Now

To apply for this exciting opportunity, please submit your resume and cover letter to us.



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