We are looking for Service Delivery Lead
Language Mandarin Speaker
Key Responsibilities
Service Delivery & Operations
- Own end-to-end service delivery for customer service, technical support, or contact center programs.
- Drive operational performance against agreed SLAs, KPIs, CSAT, Quality, AHT, FCR, productivity, and service-level targets.
- Ensure consistent delivery across multiple locations, markets, languages, and customer segments.
Client & Stakeholder Management
- Act as a key point of contact for regional clients and senior stakeholders.
- Build strong client relationships and establish credibility through data-driven performance management.
- Lead regular MBR/QBR/operational governance reviews and present performance, risks, opportunities, and action plans
People & Team Management
- Lead, coach, and develop large and diverse teams in a high-volume contact center environment.
Required Skills & Experience
- 10+ years of experience in service delivery, operations, contact center, BPO, customer service, or technical support environments.
- Proven experience managing international or APAC-region programs, preferably across multiple countries or delivery locations.
- Strong experience in managing customer service and/or technical support operations in a contact center environment.
- Demonstrated experience managing large teams and multiple operational functions.
- Strong understanding of CSAT, NPS, SLA, KPI, quality, AHT, FCR, productivity, attrition, and workforce metrics.
- Experience with P&L, budgeting, forecasting, cost optimization, and commercial management
