Service Delivery Manager (BPO & Customer care projects)

Mindy Teams ([login to view URL]) is a part of international brand Mindy Support (BPO market leader in Ukraine, Artificial intelligence и Machine learning) with over 2000 people in 5 offices across Ukraine. We empower businesses all over the world through providing remote assistants and outsourced teams specialized in data collection and processing, customer support, agile sales and marketing support, and a lot more. We are looking for Service Delivery Manager (position stipulates Both Client management and People Management). You will be responsible for: - Assist to Head of BPO and CS with supervising of existing projects, serve as a backup for other Account Managers and Head of BPO during time off - Onboarding of all new clients, full launch of new projects until the dedicated AM is hired/allocated - Communicating with clients on operational issues, Ensuring High Service Level of the Mindy Support team within all existing projects - Controlling and tracking overall projects' performance and KPIs including SL, AR, AHT, CPH, CSAT, QA, Forecasts, etc. - Identifying and resolving problems, preparing and completing action plans - Deep dive into the Client's business processes and their connection with the Customer Support Department. - Working on motivational programs for staff (bonus systems, gamification, etc,). - Working closely with the sales and marketing team, HR department, Finance Department and Legal team - Assist to Finance Department with clients billing (identifying hours for invoices to the clients, bonus/malus, etc), follow up on outstanding payments. - Attending intake calls and communicating with potential clients together with biz dev department - Placing hiring requests to HR, assist with job offers conditions, onboarding plan, working on team- development plans/career path, team-buildings and other motivational activities - Review Contracts for existing/potential clients together with Legal department, advise on needed corrections (if any), ensure execution on terms and conditions outlined in the Contracts - Preparing regular and/or ad-hoc reports for Management or for clients - Other related business support and business development activities We offer: - An incredibly interesting professional environment - Timely and competitive payment and bonus system (linked to the $) - Efficient and professional team - Medical insurance 3 months after the start - Comfortable coworking with everything you need, mega-cool team buildings and events - Clear statement of tasks and feedback on a monthly basis - Warm and comfortable atmosphere, a corporate culture based on the values of the company Requirements for professional skills and knowledge: - English Advanced - Experience in CS/BPO projects is a must - Experience in a similar position- from 1 year - Experience in communication with foreign clients - from 2 years - Excel, PowerPoint – proficient user - FLEX, work & travel or previous experience of working with the USA clients will be a huge plus Competency requirements: - High level of service management - Effective communication - Excellent leadership and public speaking skills - The ability to set goals and objectives for the team - High-speed printing in English - Analytical thinking