Service Delivery Manager - Contact Center

• Previous experience in management positions within the Contact Center sector.
• Experience in the analysis and interpretation of data and indicators.
• Knowledge and experience in the monitoring of KPIs, SLA, productivity, and service quality.
• Leadership and teamwork skills.
• Analytical, organized and results-oriented profile.
• Experience in project management and monitoring.
• Ability to identify improvement opportunities and propose solutions.

Servinform is a solid and rapidly growing company, with more than 47 years of experience in technological and business solutions. We have more than 6,000 professionals and a presence in Spain, Portugal, Italy, and Colombia, specializing in sectors such as banking, insurance, energy, public administration, IT, and telecommunications. Currently, we need to incorporate a Contact Center Service Delivery Manager to join our operations team. The selected person will be responsible for guaranteeing the correct management and evolution of services, ensuring compliance with operational objectives, quality levels, and established service standards. We are looking for an analytical profile, oriented towards results and with leadership capacity, who contributes to the continuous improvement and optimization of our Contact Center services.

• Analysis and monitoring of operational and business KPIs.
• Profitability analysis of the managed services.
• Monitoring and control of SLA compliance, service objectives, and quality standards.
• Productivity analysis and detection of improvement opportunities.
• Management, coordination, and monitoring of projects related to the service.
• Preparation of monitoring reports and analysis of results.
• Identification of deviations and definition of action plans.
• Leadership and coordination of teams, fostering collaboration and cross-functional work.
• Participation in initiatives for continuous improvement and process optimization.