Job Category: Customer Service & Support
Location: Egypt, Egypt - Non Location Specific
Job ID: 773924
Division: Services & Support
Location: Egypt, Egypt - Non Location Specific
Job ID: 773924
Division: Services & Support
Role Purpose:
As part of our Xbox Service Delivery Management Team, an individual in this role will get the opportunity to have significant impact and make a difference in the customer experience by ensuring Xbox customers receive world class service. The Service Deliver Manager (SDM) is ultimately responsible for customer satisfaction and vendor performance/operational metrics, contributing to both regional and global xbox customer loyalty. The SDM is the hub of the wheel and must have key relationships with the support pillars of Release Management, Quality, Business Operations, Training, Product Groups, Client Engagement, Finance, Process and Systems, MGO, and other SDMs in terms of both receiving and supplying information regarding functionality, business requirements, implementation, and data analysis. SDMs must drive business intelligence for the business groups and key stakeholders as well as make important decisions regarding when, where and how to manage the operations of the business. This position is crucial to our organization and has a direct impact on the efficiencies and value we will be able to drive for our lines of business.
Key Accountabilities:
We are looking for a passionate individual with strong Customer Service and outsourced Vendor Management skills to become a central part of the Xbox organization’s Service Delivery infrastructure. The responsibilities below outline the crucial activities that this role will be accountable to deliver in order to ultimately enable our organization to accomplish key customer service goals:
- Manage the relationship between Microsoft and our outsourced Call Center Vendors for a specified Line of Business or area.
- Oversee the Vendor’s operation management.
- Provide guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics.
- Oversee Customer Services program deployments in the Vendor.
- Collaborate with Microsoft Global Outsourcing (MGO) who is responsible for vendor contract administration while the SDM is responsible for day to day operations.
- Act as a point of contact for vendor to Microsoft and Operations regarding Readiness, Quality, and Training.
The SDM will specifically own the following activities:
- Interface with other groups within Microsoft that are impacted by the vendor's performance.
- Ensure that the appropriate policies and guidelines are strictly adhered to.
- Drive program from project initiation through delivery, interfacing with customers and clients.
Organize cross functional activities ensuring completion of the program on schedule and within budget constraints. May manage multiple projects.
- Partner with Operations, Finance, Telecom, Tools, Quality Assurance, Readiness/Release Management and Global Outsourcing teams to meet your objectives.
- Identify business change requirements due to a new or modified program.
- Use agreed upon criteria to determine readiness for go-live and make and communicate go/no-go decision. The SDM is accountable for ensuring that the solution is truly ready for implementation.
Knowledge, Skills and Experience:
- Significant experience in the call center industry or multi-vendor account management.
- Proven track record driving QOS across multiple Regions/LOBs/Languages
- Language skills (appropriate to region specific role)
- Proven results focus / action orientation
- Proven track record helping others be great - team player
- Demonstrated knowledge of computers, and a working knowledge of the following Microsoft applications: Excel, Word, Project, Visio, and Power Point.
- Strong presentation / public speaking skills preferred
- Strong communication skills verbal and written
- Strong Cross Group Collaboration skills
- Proven track record improving the consumer experience delivered by a team or teams of external support professionals or customer service representatives.
- Experience in building a budget, managing costs to a budget and analyzing financial performance.
- Strong performance management skills in managing external partners: (setting clear goals, performance measurement, etc.)
- Demonstrated ability to identify problems, determine root cause, collect data from various sources, determine solution which accounts for all business needs and drive implementation within tight timelines.
- Advanced proficiency with all Microsoft Office products (Word, Excel, Outlook & PowerPoint)
- Effective negotiation skills.
- Experience with project life cycles and proven accomplishment as a driver in this arena.
- Familiarity with Six Sigma preferred.
- Project Management experience preferred.
- Vendor management experience strongly preferred.
Special Requirements/Additional Information e.g. Language Skills:
- Language Skills: Fluency in English.
Staffing Consultant: Ildiko Mulley
Microsoft is an equal opportunity employer and supports workforce diversity
Microsoft’s privacy statement can be viewed on the following web page: http://privacy.microsoft.com/en-gb/default.mspx>
As part of our Xbox Service Delivery Management Team, an individual in this role will get the opportunity to have significant impact and make a difference in the customer experience by ensuring Xbox customers receive world class service. The Service Deliver Manager (SDM) is ultimately responsible for customer satisfaction and vendor performance/operational metrics, contributing to both regional and global xbox customer loyalty. The SDM is the hub of the wheel and must have key relationships with the support pillars of Release Management, Quality, Business Operations, Training, Product Groups, Client Engagement, Finance, Process and Systems, MGO, and other SDMs in terms of both receiving and supplying information regarding functionality, business requirements, implementation, and data analysis. SDMs must drive business intelligence for the business groups and key stakeholders as well as make important decisions regarding when, where and how to manage the operations of the business. This position is crucial to our organization and has a direct impact on the efficiencies and value we will be able to drive for our lines of business.
Key Accountabilities:
We are looking for a passionate individual with strong Customer Service and outsourced Vendor Management skills to become a central part of the Xbox organization’s Service Delivery infrastructure. The responsibilities below outline the crucial activities that this role will be accountable to deliver in order to ultimately enable our organization to accomplish key customer service goals:
- Manage the relationship between Microsoft and our outsourced Call Center Vendors for a specified Line of Business or area.
- Oversee the Vendor’s operation management.
- Provide guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics.
- Oversee Customer Services program deployments in the Vendor.
- Collaborate with Microsoft Global Outsourcing (MGO) who is responsible for vendor contract administration while the SDM is responsible for day to day operations.
- Act as a point of contact for vendor to Microsoft and Operations regarding Readiness, Quality, and Training.
The SDM will specifically own the following activities:
- Interface with other groups within Microsoft that are impacted by the vendor's performance.
- Ensure that the appropriate policies and guidelines are strictly adhered to.
- Drive program from project initiation through delivery, interfacing with customers and clients.
Organize cross functional activities ensuring completion of the program on schedule and within budget constraints. May manage multiple projects.
- Partner with Operations, Finance, Telecom, Tools, Quality Assurance, Readiness/Release Management and Global Outsourcing teams to meet your objectives.
- Identify business change requirements due to a new or modified program.
- Use agreed upon criteria to determine readiness for go-live and make and communicate go/no-go decision. The SDM is accountable for ensuring that the solution is truly ready for implementation.
Knowledge, Skills and Experience:
- Significant experience in the call center industry or multi-vendor account management.
- Proven track record driving QOS across multiple Regions/LOBs/Languages
- Language skills (appropriate to region specific role)
- Proven results focus / action orientation
- Proven track record helping others be great - team player
- Demonstrated knowledge of computers, and a working knowledge of the following Microsoft applications: Excel, Word, Project, Visio, and Power Point.
- Strong presentation / public speaking skills preferred
- Strong communication skills verbal and written
- Strong Cross Group Collaboration skills
- Proven track record improving the consumer experience delivered by a team or teams of external support professionals or customer service representatives.
- Experience in building a budget, managing costs to a budget and analyzing financial performance.
- Strong performance management skills in managing external partners: (setting clear goals, performance measurement, etc.)
- Demonstrated ability to identify problems, determine root cause, collect data from various sources, determine solution which accounts for all business needs and drive implementation within tight timelines.
- Advanced proficiency with all Microsoft Office products (Word, Excel, Outlook & PowerPoint)
- Effective negotiation skills.
- Experience with project life cycles and proven accomplishment as a driver in this arena.
- Familiarity with Six Sigma preferred.
- Project Management experience preferred.
- Vendor management experience strongly preferred.
Special Requirements/Additional Information e.g. Language Skills:
- Language Skills: Fluency in English.
Staffing Consultant: Ildiko Mulley
Microsoft is an equal opportunity employer and supports workforce diversity
Microsoft’s privacy statement can be viewed on the following web page: http://privacy.microsoft.com/en-gb/default.mspx>
