Project Delivery Specialist

Project Delivery Specialist - UCC

Our company is looking for a teammate to support our partner's rapidly expanding business. Our client is with us for 3+ years already, and is expanding! CloudAgents is a global leader in providing multilingual call center services using an at-home workforce. The company provides OmniChannel Front Office BPO services globally with more than 12,000 Native Speakers in 150+ languages and dialects. As a Project Delivery Specialist, you will fill have the below tasks & responsibilities.

Job responsibilities:
  • Responsible for the delivery of Managed Services
  • Ensure the Services are delivered to a consistently exceptional standard and as defined in the SOWs
  • Develop clear service strategies, objectives, and goals
  • Service Level Management and analysis of historical reports to identify service improvements
  • Monitor detailed KPIs to ensure the effective day to day operations of the Service
  • Work quickly to resolve any Service issues and ensure continuous improvement
  • Work with the Head of Service Delivery and other SL’s to implement effective training, reporting, process, and quality programs
  • Work with Cloudagents’ customers and represent Managed Services in customer meetings as required
  • Responsible for ensuring effective personnel management within the team
  • Responsible for building an effective working relationship and gain the trust of the client.
  • Campaign daily operations management: coordinating & assigning tasks, scheduling and monitoring attendance, supporting agents and supervisors with daily work and performance development
  • Deal with high complexity cases, tasks, calls, complaints solving
  • Training of new colleagues and ensuring their flawless integration within the team
  • Use standard operating procedures as provided by management
  • Ensure profitable operation by promoting adherence to required quality & efficiency indicators
Requirements:
  • Excellent communication skills. Fluent English, with the ability to communicate professionally and confidently at all levels, both externally and internally
  • Russian language is an advantage
  • Located in Debrecen
  • 1-2 years experience in BPO/SSC industry or Sales
  • Excellent personnel management skills
Our offer:
  • Full-time (40 hours / week) position
  • Modern and lively office environment
  • International staff
  • Competitive salary
  • Great developmental opportunities and programs
  • Passionate and welcoming team

If you are interested in this role please apply with your English CV and an indication of the expected salary: tamas.takacs@unitedcallcenters.hu