Service Delivery Lead (WFH)

TASQ Staffing Solutions; Philippines; À distance; PHP 892 800 - 1 339 200; Plein temps

Résumé du poste

A staffing solutions company in the Philippines is seeking a Service Delivery Lead to oversee a remote hub. Responsibilities include communicating with internal and client stakeholders, managing performance metrics, and fostering team collaboration. Candidates should have at least 7 years of experience in a similar role, focusing on KPIs and quality assurance. This position offers flexible scheduling, mainly during night shifts.

Qualifications

• A minimum of 7 years of experience as a Service Delivery Lead.
• Experience in managing KPIs like SLAs, CSAT, and quality metrics.

Responsabilités

• Representative of the Service Delivery Hub, liaising with stakeholders.
• Monitor and manage KPIs like Service Level Agreements.
• Foster a collaborative work environment.
• Provide leadership and guidance to team members.

Connaissances

Stakeholder communication

KPI management

Team leadership

Quality assurance

Description du poste

Service Delivery Lead (WFH) at TASQ

Looking for a Service Delivery Hub Lead to work on a remote setup.

Responsibilities:

• Act as the representative and face of the Service Delivery Hub, advocating for the hub's interests and liaising with both internal and client stakeholders to ensure effective communication and collaboration.
• Share ongoing updates, challenges, and requirements to and from relevant stakeholders.
• Act as the SPOC for hub-related questions and collaborate with other Hub Leads or Stakeholders.
• Monitor and manage day-to-day hub Key Performance Indicators (KPIs) such as: Service Level Agreements (SLAs), Quality, CSAT/NSAT, and others.
• Ensure strict adherence to processes and quality standards within the hub.
• Foster a positive and collaborative work environment, promoting teamwork and knowledge-sharing among team members.
• Provide effective leadership, guidance, and support to team members, encouraging their professional growth and development.

Requirements:

• This requires at least 7 years of experience as Service Delivery Lead representing their group to internal and external stakeholders.
• Experience in managing and monitoring KPIs like Service Level Agreement Compliance, Quality, CSAT/NSAT/NPS and Quality daily is also a must.

Shift:

• No fixed work schedule but predominantly nightshift