AC
Director of Customer Service and Contact Center Operations
CDIabout 1 month ago
Job Description
Antananarivo
CDI
Your safety comes first — read before you go. Taf4All only lists job offers published by third parties. We are not the employer, we do not conduct these recruitments, and we cannot guarantee what happens once you make contact — you deal directly with the person or company behind the offer, at your own risk.
We seek a proactive and detail-oriented Service Delivery Head to lead the comprehensive management of customer service and
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Compétences requises
We seek a proactive and detail-oriented Service Delivery Head to lead the comprehensive management of customer service and contact center operations, ensuring flawless execution and alignment with business objectives. The ideal candidate will demonstrate exceptional operational management expertise, outstanding communication skills, and a proven track record in stakeholder engagement, team leadership, and performance optimization within dynamic environments. Key Responsibilities: Oversee end-to-end service delivery operations for assigned projects and accounts, guaranteeing timely, high-quality outcomes that meet client expectations and service-level agreements (SLAs). Liaise with internal teams, clients, vendors, and stakeholders to enhance operational efficiency and drive continuous improvement. Monitor project progress, adherence to timelines, risk factors, and escalation protocols to maintain seamless operations.
Localisation
Lead day-to-day operational activities, including resource allocation and workflow optimization, while ensuring adherence to best practices. Cultivate and sustain strong client relationships, serving as the primary contact for all delivery-related communications. Conduct periodic status reviews, generate performance reports, and track key metrics to assess operational effectiveness. Identify opportunities for process enhancements and implement industry-leading operational strategies.
Profil recherché
Ensure strict compliance with organizational policies, quality benchmarks, and client-specific requirements. Provide leadership in team management, performance evaluation, and resolution of operational challenges. Required Skills & Qualifications:
Expérience
Extensive experience in Service Delivery, Operations Management, Project Coordination, or Client Services. In-depth knowledge of end-to-end operational workflows and delivery frameworks. Exceptional verbal and written communication abilities with a strong focus on clarity and professionalism. Proven expertise in stakeholder and client relationship management. Capability to manage concurrent projects and competing priorities with precision. Analytical mindset combined with strong organizational and problem-solving capabilities. Expertise in handling escalations and driving effective, sustainable resolutions. Proficiency in Microsoft Office tools and advanced project tracking/reporting platforms. Preferred Qualifications: Bachelor’s degree in Business Administration, Management, Operations, or a closely related discipline. Prior experience in IT services, staffing/recruitment, managed services, or client operations environments is advantageous. Familiarity with SLA/KPI management, monitoring, and reporting methodologies. Key Competencies: Strategic leadership and team coordination Client relationship and engagement excellence Commitment to operational excellence and continuous improvement
Présentation du poste
Strong communication and presentation proficiencies Exceptional time management and multitasking capabilities Analytical and solution-oriented problem-solving skills Secteur : Management
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Your safety comes first — read before you go
Taf4All only lists job offers published by third parties. We are not the employer, we do not conduct these recruitments, and we cannot guarantee what happens once you make contact — you deal directly with the person or company behind the offer, at your own risk.
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- •A salary that is far above the market rate for the position and the city is a red flag — be extra cautious.