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Service Delivery Assistant Manager

1 month ago

المعادي, Egypt Future Group Full time

Are you ready to elevate your career and make an impact in the field of service delivery? Join our vibrant team at **Future Group**, a global leader in translation and localization services Since our establishment in 1994, we have been pioneers in innovation and excellence, with a strong international presence across North & Latin America, Asia, Europe, and MEA.

**What You'll Do**:
As a Service Delivery Assistant Manager, you will play a critical role in ensuring seamless services to our clients and enhancing customer satisfaction. Your responsibilities will span from managing service delivery processes to coordinating with different teams to achieve the highest level of efficiency and client satisfaction.

**Key Responsibilities**:

- Leading, training, and managing account team leaders and handling any issues that may arise.
- Achieving account objectives and goals while motivating account staff.
- Communicates client needs and demands to team leaders.
- Forecasts and tracks account performance metrics.
- Ensure the timely and successful delivery of service according to client needs and objectives.
- Set team leaders' monthly objectives.
- Applies operational, qualitative and business analysis of account performance.
- Conduct process improvement opportunity analysis on all assigned projects in order to improve performance.
- Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives.
- Perform weekly floor audits to ensure consistency in delivering the service to our clients.
- Follow up in a daily basis on the performance indicators and share the feedback with his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgment regarding the team's understanding and awareness towards all actions and implementation and oversee the fulfillment.

Align with other support functions and ensure that all business requirements are considered and contribute to the talent acquisition team performing the technical interviews to select the targeted criteria.
- Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support for his assigned team members and encourage a healthy environment which leads to the better opportunity of achieving targets and benchmarks.
- Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case escalations if any and coach the team actions.
- Communicates with the client concerning the business reviews operational results and participates in client’s meetings and aligns to the general strategies and actions aiming to improve the level of satisfaction of the client and meet the set CS benchmark.

**Essential Skills and Requirements**:
- Bachelor’s degree.
- Minimum 5 years experience in a call center environment.
- Minimum 3 years of experience as assistant Manager (managing voice account)
- Preferred to have Interpretation Management Experience.
- Knowledge of issues and terminology of the interpreter profession.v
- Very Good English
- Very good Operational Knowledge.
- Understanding of CRM (and other related software).
- Understanding of client’s business areas at all levels.
- Knowledge of all COPC requirements.
- Ability to manage 24/7 operations.
- Strong performance track.
- Presentation Skills.
- Decision maker.
- Strong Communication Skills.
- Good Time Management.
- Strong Leadership skills.
- Team Management.
- Client Orientation.
- Results Orientation.
- Quality Focus.

**Why Join Us?**

At Future Group, we are committed to creating an environment that fosters growth, innovation, and excellence. Being part of our team means you are joining a global family dedicated to driving the future of communication. You will have the opportunity to work with passionate, talented professionals from around the world, contributing to our mission of delivering top-notch services.

**Take the Next Step in Your Career with Us**
- Don't miss out on this incredible opportunity - seize the moment and unlock your future with Future Group_