Service Delivery Director

Bulgaria, Sofia

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Project description

Sutherland is rapidly growing across Bulgaria! We are looking for strong Leaders interested in relocating to the beautiful seaside locations Varna & Burgas or to the vivid capital Sofia. If you are confident having the skills and expertise to join us as Service Delivery Director - help us succeed, hit “Apply” to learn more about this exciting opportunity. For over 30 years, we’ve been delighting customers through better process. From the very beginning, it’s all we’ve done. Three decades later, we have 120 clients from the Fortune 1000, and complete 43 million transactions a month on a digital backbone that spans 19 countries around the world. Are you ready to scale your career? Imagine a place where you are surrounded by a group of driven and hard-working smart peers, consistently growing your skills and making an impact. Directors in this role get to: Strengthen relationships: Develop, implement and manage operational objectives including geographical and language based strategy for voice, e-mail and any other shared service activity in line with the overall business strategy. Delivering appropriate service to the client’s customers and driving improvements in overall service levels, transnational efficiencies and cost management. Impact the bottom line: Drive high levels of performance, goal attainment and service quality through well-defined and benchmarked sales and service quality metrics. Ensure regular and meaningful reporting and analysis is available, quality audits are regularly conducted, and trends in service delivery are identified and acted upon. Ensure that employees are provided with the necessary tools and guidance to deliver against targets e (e.g. up-to-date information, equipment, feedback, coaching and training). Control risk: Manage departmental operations and ensure weekly, monthly, quarterly reviews take place with all internal stakeholders for the purpose of delivering against contracted service levels, monitoring performance, pro-active communication, problem resolution and strengthening relationships. Ensure accuracy: Ensure the department is staffed to optimum level and within the headcount threshold to achieve targets; lead and nurture a team of 150+ multi-cultural people to ensure they are engaged and motivated. Manage the Team: Establish clear roles, directions, responsibilities, performance requirements and targets for all operational employees; to deliver against key performance indicators (KPIs) such as sales, conversion rates, etc. and ensure that these are communicated and understood by all team members. Our most successful candidates will have: - Minimum of 8 years of relevant work experience acquired in operations, of which at least 5 years must be in a senior level management role managing at least 200+ employees - Proven ability in managing a multi-cultural workforce is required as is previous sales operations experience - Ability to Innovate and come up with new ideas - Up to date knowledge of current contact center technologies; workforce applications, reporting, quality and monitoring tools - Ability to bring analytical rigor, structure and solution to problematic areas - Should have multiple experiences of turning around red projects - Business Thinker, focused on execution and paving way for growth of Analytics Services in the areas of focus - Bachelors'/Мaster’s degree Life at Sutherland: - We offer competitive salary - Relocation package - Excellent social benefits package including Health Insurance, Life Insurance, Food vouchers, Compliment Cards - Rewards and recognition programs - Internal trainings following the leading global standards - Career development opportunities in a big international company - Great office location - Team Building activities, Charity events and initiatives and many other company events If you find this opportunity suitable for you and you want to develop your career in a company which upholds highest industry standards, please send your CV (in English). The information provided by you is personal and will be protected. Only the shortlisted candidates will be contacted.


Permanent role. 6 months trial period

Message Recruiters
English , Operations Management , Client Management , People Management , contact centre management , Budget & Forecasting , KPIs & Business Reporting , Service Delivery Management , Operations Director , Business Process Outsoursing
Bulgaria, Sofia
General, Permanent Jobs
English (US) - Fluent