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French - Service Delivery Manager (Contact Centre)
London
About the Role
My client are a leading business in their field and are looking for a Service Delivey Manager to manage the service they recieve from their outsourced servcie provders, it is an exciting time to join the team as they continue to grow.
Fluent French - Contact Centre Service Delivery Manager - London - Hybrid working
Working under a hybrid of both home and office working central London, your role will be focussed on the leadership and co-ordination of the BPO's to deliver and to support the customer care, acting as both the principal contact and bpo account manager.
You will be responsible for managing care projects through resource allocation for consultancy site visits, planning, forecasting and management reporting, working with delivery SLAs and KPIs.
Key responsibilities will include:
- Managing BPO relationships in line with customer service/ customer care plan
- FLUENT FRENCH SPEAKING
- Conducting regular performance reviews to ensure service delivery SLAs are met
- Managing workflow for Delivery Analyst to support the customer
- Managing on-boarding of new customers
- Providing portfolio analysis and review, to ensure that customer’s portfolios and supplier information is appropriately maintained and configured
- Comfortable communicating with customers both face to face, via telephone and video call, as well as display a flair for data collection, analysis and problem solving to support the team where required.