At Dresden Partners, we connect talent with top-tier global companies. We serve as a bridge to job opportunities, specializing in IT Recruitment in Mexico, LATAM, and the USA.

We are currently seeking talent for the position of Service Delivery Manager (Contact Center)

Education: Bachelor's degree in Business Administration or a related field.

Experience:

• Minimum of 5 years of experience.
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Requirements:

• ISO security standards.
• ITIL Certification.
• Proficiency in Microsoft Office.
• Advanced conversational English (C1).

Responsibilities:

• Ensure compliance with ISO standards in the service center operations.
• Develop work plans detailing team activities, objectives, and deliverables, including KPIs and SLAs.
• Coordinate morning, afternoon, and night shifts effectively.
• Supervise teams of over 200 employees.
• Implement and enforce security and compliance policies in accordance with US regulations.
• Oversee the management of the ticketing system used for creating professional presentations.
• Allocate and schedule tasks efficiently among team members, ensuring roles and shifts meet operational demands.
• Define key performance indicators (KPIs) and measure service level agreements (SLAs) to ensure productivity targets are met.
• Conduct regular performance reviews and feedback sessions to align team members with company goals.
• Oversee contract renewals, ensuring performance metrics are met before making decisions.
• Participate actively in the selection and hiring of new personnel to maintain high-quality client service.
• Ensure alignment of operational procedures with the company's global policies, including information security standards.
• Maintain a positive work environment, motivating team members and controlling incidents.
• Provide timely reports to Human Resources and suggest process improvements to enhance operational efficiency.

Location: Mexico City (On-site)

Benefits:

• Nominal Salary.
• 15 days of Christmas bonus.
• 12 vacation days in the first year.
• 25% vacation bonus.
• Life insurance.
• Major medical insurance.
• Funeral expenses insurance.