Service Delivery Manager, Communications Center Operations
Oversees and has responsibility for the delivery of services by the Computershare Communications Center operations to all internal and external customers/stakeholders. Monitors and manages day to day operations across all products lines and channels and interfaces with Communications Center Management, the Business Planning Group, and other internal departments to optimize performance, productivity and profitability. Responsible for the management of a small team of direct reports in one or more sites. Assists in the development of the US Communications Center policies, budgets, procedures and strategic plans. Anticipates and provides solutions to the most complex business and operational problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:
Maintain a high level of structure in acting as liaison across multi-site, multi-channel, and multi-product teams to support tactical contact center operations while considering the specific needs of each existing local contact center.
Coordinate with internal stakeholders to sets direction, goals and performance targets for the daily operations and ensure all best efforts are directed to the achievement of these goals and targets.
Act as primary liaison between the communications center and client-facing stakeholders; responsible for developing and maintain an ongoing communication framework.
Continuously integrates and aligns Customer Service with the overall Computershare-US businesses; provides transparency into the business through open and proactive communication across all levels and enterprise units.
Develops and maintains an appropriate service-oriented, commercially aware workplace, climate and environment; ensures the focus is on providing customer solutions quickly, innovatively and proactively.
Engenders a working environment of support and commitment to our business, its goals and strategies and its staff; encourages and develops staff while creating an environment of learning and knowledge directed at building a sustainable business.
Participates in forward planning with regard to staffing requirements and training and works with all business areas to predict and plan for peak production periods; introduces and manage defined Workforce Management principles and practices.
Responsible for analysis of department data related to resources, variances, issues, opportunities, etc.
Shares in responsibility for business line financial accountabilities, including meeting agreed upon budget and productivity targets.
Explores and assesses revenue generating possibilities and leads or assists in implementation as appropriate.
Manages compliance and risk proactively and effectively, and manages issues and complaints as required.
Directly manages a small group of service delivery administrators. Provide project management support as required to drive departmental initiatives.
Strategy and Continuous Improvement
Acts as an advocate for the business units to promote solutions for their different needs.
Provide in depth business analysis to identify opportunities and articulate business case for a project commitment.
Assist in the development and introduction of new ideas and opportunities, including globally agreed upon structures/models as well as a continued search for proven initiatives and innovations.
Seeks continuous improvement of Customer Service delivery through all channels, including cost reductions, quality improvement, and introduction of new services, processes or technologies.
Liaises with sales team, relationship management, and leadership to determine the most effective way to develop the business and to promote the company and its major brands.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B.A.) from four-year college or university; and at least 10 years related experience and/or training; or equivalent combination of education and experience.
Knowledge of and experience with the following types of businesses:
o PMC, SSP, Corporate Proxy, Class Actions, Bankruptcy and commercial (BPO) contact center operations