Director | Service Delivery Management | Alexandria | Retail Vertical

📋 Description

• Oversee design, development, and implementation of quality improvement initiatives
• Translate business needs into clear strategic plans
• Manage client communications and align teams to expectations
• Drive performance and service quality to ensure customer satisfaction
• Collaborate across divisions to improve and drive retail program performance
• Lead data-driven strategic analysis to address sponsor needs

🎯 Requirements

• Experience managing 300+ employees in contact center or BPO
• 8+ years in progressive management; 5+ years in service delivery for an account
• Strong understanding of Customer Service and Sales ops
• Proven performance management across Egypt-based lines of business; Jamaica potential
• Retail sector experience is a plus
• Hands-on with voice and digital channels (chat, SMS)