Senior Service Delivery Manager – Malaga. An excellent opportunity to join a highly reputable, global travel company where you will be responsible for overseeing the service delivery of 2 outsourced call centres (Malaga and Alicante) , working closely with the vendor to achieve the best performance, customer experience and operational efficiency.

Senior Service Delivery Manager Responsibilities

You will be responsible for driving the performance of up to 200 call centre agents across 2 sites in Spain whilst also supporting a number of other global contact centres. You will be tasked with achieving all operational metrics required to deliver top-level productivity and customer satisfaction. You will also be involved with workforce management and forecasting, KPI Management, coaching, training and recommending plans to improve productivity and quality targets.

Senior Service Delivery Manager Skills Required

• Extensive experience with customer service and leadership from a call centre environment
• Experienced in workforce management, forecasting and planning
• Experience managing, working with or for outsourced / BPO contact centres would be an advantage
• Experience in the travel industry would be an advantage but other sector experience will also be considered
• English is essential (written and spoken); other languages such as Swedish, Danish, Norwegian, French or German would be an advantage
• Experience in training, coaching, performance management and local labour laws

Senior Service Delivery Manager Additional Details

On offer is a competitive salary of around €55,000 – €65,000 depending on experience.

The role will mainly be Monday-Friday, core office hours, although due to the 24/7 operations there will be some occasions to work outside these hours and there will also be some international travel to other global contact centres to support where necessary.

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C&M Executive Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates. For more opportunities, please visit http://www.candmexecutive.co.uk/