Job SummaryAs a Senior Service Delivery Manager, you will be responsible for overseeing our contact centre worldwide, ensuring seamless service delivery, and managing external suppliers who provide critical services. You will also be accountable for driving process improvements, leading cross-functional teams, deliver key business improvements initiatives to increase our revenues. Clients are from the public sector: ministries, consulates and Embassies and services are delivered worldwide.Key Responsibilities1. Lead the development and implementation of strategic plans to improve contact centre operations, including process enhancements and technology upgrades.2. Collaborate with external suppliers to ensure alignment with company goals and standards and track performance metrics to optimize delivery quality and efficiency.3. Analyze and report on key performance indicators (KPIs), such as service level agreements, first-call resolution rates, and customer satisfaction scores.4. Oversee the management of multiple teams across different regions, ensuring effective communication, delegation of tasks, and adherence to contact centre strategic plans.5. Conduct regular audits and assessments to identify areas for improvement, implementing corrective actions to enhance service delivery and compliance with regulatory requirements.6. Develop and maintain strong relationships with stakeholders, including clients, suppliers, and internal partners, to ensure a collaborative and responsive environment.7. Take ownership of critical issues in “taskforce mode”, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews8. Deliver key initiatives (small projects) to improve our operations & increase our revenues9. Meet budgetary objectivesMain Job Requirements· Sound general education to higher secondary school level· Robust knowledge of customer service techniques and principles· Excellent leadership and strategic planning skills, with experience in managing large-scale operations.· Strong knowledge of process improvements, quality management, and customer service principles.· Ability to build trust and rapport with stakeholders across various levels and regions.Required Skills· Excellent personal time management and priority setting· A can-do attitude and willingness to go the extra mile· Strong team working capabilities and effective interpersonal skills· Organised, able to cope effectively under pressure, and undertake many concurrent tasks· Self-motivated· Patient, professional, assertive and adaptable· Supportive of the Company Values (Integrity, Respect, Professionalism, Innovation, Commitment)· Competent technology skills· Highly detail conscious and analytical· Fluent in English, and with good written English communication skillsplease check our privacy notice :https://static.tlscontact.com/media/global/privacy_notice_candidates_-_gdpr.pdf