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Fusion CX
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1 Fusion CX Service Delivery Manager Job
Service Delivery Manager
Fusion CX
posted 8mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Develop and implement operational governance strategies to optimize performance and ensure adherence to SLA and KPIs.
- Oversee the day-to-day operations efficiency metrics performance to optimize service level.
- Collaborate with key support vendors, including IT, WFM, quality assurance, Training, and HR, to ensure timely and high-quality service delivery.
- Monitor and analyze critical and non-critical KPIs to identify trends, improvement opportunities, and risk areas.
- Provide regular reporting and analysis to senior management on operational performance, key metrics, and areas of concern.
- Lead cross-functional initiatives to improve operational efficiency, enhance customer experience, and drive cost savings.
- Ensure compliance with regulatory requirements, company policies, and industry best practices.
- Bachelor s degree or equivalent in a related field.
- More than 10 years experience in international contact center operations, with at least three years in a service delivery or operations management role.
- Proven track record of success in managing operational governance, including overseeing critical and non-critical KPIs.
- Strong understanding of workforce management principles, quality assurance processes, training, and HR practices within a contact center setting.
- Advanced skills in Microsoft Excel and PowerPoint.
- Excellent analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
- Solid understanding of financial concepts and the ability to manage budgets, forecasts, and financial performance metrics.
- Strong leadership abilities, focusing on driving results, fostering teamwork, and promoting a culture of accountability.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Service Delivery Manager roles with real interview advice
What Service Delivery Manager at Fusion CX are saying
Service Delivery Manager salary at Fusion CX
reported by
1
employee
with 10
years exp.
₹10.8
L/yr - ₹13.8
L/yr
27%
less
than the average Service Delivery Manager Salary in India
View more details
What Fusion CX employees are saying about work life
based on 1.5k employees
Flexible timing
Rotational Shift
No travel
Day Shift
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Fusion CX Kolkata Office Location
Kolkata, West Bengal Office
Headquarter
Y9, EP Block, Sector V, Salt Lake City, Kolkata, West Bengal 700091, IN
Kolkata, West Bengal
700091
700091
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