Service Delivery Manager (Outbound)

As the Service Delivery Manager - Outbound at Flatworld Philippines, you will play a crucial role in steering our operational strategies and ensuring the seamless delivery of services that meet and exceed our client's expectations. This position is pivotal in driving our company's success by managing outbound campaigns, enhancing customer satisfaction, and leading a dynamic team towards achieving exceptional sales and service levels. What You'll Do: Oversee the day-to-day operations and ensure the delivery of operational metrics and client KPIs such as daily service level, customer experience, and sales numbers. Identify customer needs, define metrics, and enhance service delivery to align with business objectives. Maintain and enhance customer relationships through proactive engagement and excellent service. Utilize customer feedback and analytics to refine and improve service offerings. Develop and optimize the operational talent pool to enhance team skills and performance. Drive team motivation and manage performance to meet overall targets and business objectives. Analyze performance data to identify improvement areas and implement effective solutions. Ensure adherence to quality standards, data security, and company policies. Explore new business opportunities through customer interactions and expand business reach. Lead process improvement initiatives to enhance efficiency and effectiveness. Requirements What We're Looking For: A graduate with at least 4 years of managerial experience in Account Management, preferably with a strong sales background. Proven experience in managing INBOUND and/or OUTBOUND campaigns. Demonstrated leadership, management, and motivational skills. Excellent analytical abilities with a keen attention to detail. Exceptional communication, people management, and influencing skills. Proficiency in business intelligence tools and MS Excel. Experience in managing multiple projects concurrently is highly desirable. Six Sigma certification or similar quality management training is preferred. Benefits Why Flatworld Philippines: At Flatworld Philippines, you will be joining a dynamic work environment that offers competitive compensation, fosters innovation, and presents unique growth opportunities. Being a part of our team means contributing to and benefiting from our supportive work culture. We offer: Competitive compensation packages Comprehensive health coverage including HMO and Life Insurance Opportunities for professional growth and development A supportive and dynamic work environment Free meals and other wellness benefits Please submit your resume detailing your experience, skills, and qualifications. We look forward to reviewing your application and seeing how you can be a valuable addition to our team. Your journey with Flatworld Philippines starts here!