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Service Delivery Coordinator

Job summary

This Role is in charge of consistent and effective service delivery in accordance with Majorel standards across multiple LOBs and/or sites within the Account. Strong focus on executional delivery at LOB(s) level. The Coordinator drives organizational and process alignment across the designated individual units (i.e. locations and/or LOBs) and is responsible for overall performance across all units. 


Main responsibilities

1.Set direction, align Ops and Quality: Accountable for aligned [Quality and operational KPIs] instructions and communications to their LOB(s)' team(s)

2.Cooperate closely with G/R/L Ops/QPT to define operational goals and performance objectives and set priorities for the LOB(s)

3.Set priorities within the LOB(s) and  responsible for aligning operational and quality requirements

4.Regular alignment with Global Ops and accountable for LOB(s) specific implementation of agreements made between Account Management and client (ensure SOW compliance)

5.Supporting L-SDM(s) in ensuring the daily performance of all call center staff /  target achievement with regards to quality and operational KPIs as well as all relevant supporting metrics in the designated business segment

6.Create a culture of continuous improvement (metrics) in the designated business segment(s)

7.Supporting L-SDM(s) effectively manage cost and revenue according to  budget objectives and ensures appropriate headcount numbers / overhead to agent ratios are maintained (Contractual 1:20) for the designated LOB(s)

8.Represent  LOB(s) in calls/meetings with the client – if and as required, e.g. represents overall service related information in WBR, MBR and QBR in alignment with G/R/L-QPT

9.SPOC for Global/Regional Ops team and, if requested, for the Client in regards to the designated business segment.

10.Conducts weekly meetings with L-SDM, L-Ops Manager and/or L-QPT

11.Streamline LOB specific escalations and ensure client requests are followed through in timely manner and in line with Majorel CM or Global Ops team

12.Ensure quality framework is deployed and aligned across all sites that support the designated LOB(s)

13.Ability to collect feedback from the team and deliver back to the management team after adapting level of detail, etc… WBR, MBR, QBR content and layout

14.Initiate and oversee corrective action(s) to meet targets: Identify areas of improvement and coordinate with L-SDM as well as all stakeholders to develop / implement action plans for the LOB(s)

15.Constantly support L-SDM(s) to improve quality, performance and efficiency of processes and services for the LOB(s)

16.WFM cycle overview for the LOB(s) - HC planning, forecasting, scheduling, reporting.

17.Supporting G-SDM/PM in formulating policies and aligning across LOB(s) and on developing long term strategies for the LOB(s) in anticipation of changing business conditions


Competencies & professional background


  • Proven superior verbal and written communication skills (including business / professional writing) in English, ability to communicate adequately on all management levels
  • Minimum of 3-5 years’ experience and expertise in account management/coordination, service delivery management or similar function in BPO / customer service or similar business
  • Knowledge of service management and project delivery methodologies; Six Sigma, DMAIC preferred
  • Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote), high level of IT affinity
  • A motivated self-starter that can build relationships quickly
  • Outstanding leadership and management skills, with experience of managing technical support teams
  • Self-confident and assertive professional manner and poise
  • Working in a structured and self-reliant way; strong organizational, time management and prioritization skills
  • High client focus and quality standard
  • Excellent analytical skills, alert mind, strategic and tactical thinker with the ability to identify improvement opportunities to maximize ROI
  • Team Player, who stands open for feedback and criticism
  • Determination and ability to get things done; ability to work under pressure, collaborate across multiple regions, hands-on mentality and solution-oriented approach
  • Affinity for business financials; budgeting, forecasting, controlling
  • Ability to work in accordance to both her/his as well as her/his client’s company’s norms

A big team is looking forward to you. Apply here!

Majorel Corporate | Human Resources | Corporate Recruitment Team Majorel

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