***Location: This job is based in Debrecen, HU only***
Relocation support is available
About Transcosmos:
Transcosmos are a leading global BPO/Contact Centre company, specializing in Customer Support Services and employ over 50,000 multilingual staff around the world - including our flagship 'European Operations Centre' based in Debrecen, Hungary!
Summary of the Role
As a 'Service Delivery Manager', you'll be responsible for managing the daily Customer Support operations and head up the service delivery of multiple teams across B2B, B2C support on behalf of an amazing premium fashion brand within the global Retail industry.
You'll head up a key account within Transcosmos and be responsible for teams up to 100+ FTE, including Multilingual Customer Service Reps (Dutch, French, German, English, Polish, Portuguese and Spanish), Supervisors, Team Leaders, QA, Reports, Workforce Management teams in UK, Hungary and Poland.
- Responsible for the delivery of all Managed Services within the team
- Ensure the Services are delivered to a consistently exceptional standard and as defined in the SOWs
- Line manager and point of escalation for 100+ agents
- Work with the Commercial/Business Managers to develop clear service strategies, objectives, and achieve service goals.
- Service Level Management and analysis of historical reports to identify service improvements
- Set and monitor detailed KPIs to ensure the effective day to day operations of the Service
- Work with the team to quickly resolve any Service issues and ensure continuous improvement
- Responsible for ensuring effective personnel management within the team
- Work with Transcosmos’ customers and represent Managed Services in customer meetings as required
- Responsible for building an effective working relationship and gain the trust of the client.
- Responsible for facilitating Monthly Service Reviews and Quarterly Strategic Business Reviews
- International travel where required
Requirements
- University-level education
- Substantial Contact Centre experience in omnichannel Technical/Customer Support
- Previous experience managing 100+ FTE; including direct management of Supervisors/Managers/Team Leaders
- Excellent communicator
- Excellent personnel management skills
- International travel may be required
- Available for 24 x 7 escalation
Languages
English (C1 or above)
Benefits
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level with the following benefits:
- Direct employment contract for an indefinite period
- Cafeteria
- Training opportunities
- Diverse and friendly work atmosphere
- Modern office environment
- Local and global career progression opportunities