The Challenge

We are looking for a dynamic Team Manager to streamline our service delivery, optimize resources, and enhance client satisfaction.

Details

Oversee the day-to-day delivery of services to clients, ensuring that contractual agreements, SLAs and KPIs are consistently met, and identify areas of improvement.

Implement strategies to mitigate risks and resolve client escalations effectively.

Act as the primary point of contact for clients, maintaining strong relationships and ensuring their needs are met.

Proactively develop and implement process improvements to increase efficiency and effectiveness.

Conduct regular client meetings, including performance reviews and strategic planning discussions.

Maintain detailed documentation of client interactions, project milestones, and performance metrics.

Translate client requirements into actionable delivery solutions.

Provide mentorship and training to enhance team performance and skills.

Provide comprehensive reports to internal stakeholders regarding service delivery and upselling progress.

Identify new business opportunities within existing client accounts to expand service offerings.

Analyze industry trends and propose efficient solutions.

Understand and address client needs (new & existing).

Oversee and improve the delivery process.

Optimize resource allocation for better efficiency.

Lead and motivate the delivery team, ensuring roles, responsibilities, and objectives are clearly defined.

About You

Must have:

Proven experience in Team leadeship or similar role within a BPO or IT services environment.

Strong understanding of BPO processes, including customer support, data entry, and back-office functions.

Excellent communication, negotiation, and client management skills.

Ability to identify sales opportunities and implement effective upselling strategies.

Strong organizational and multitasking skills.

Advance English knowledge.

Ability to build trust and long-term relationships with clients.

Nice to have

Bachelor's degree in Business Administration, Operations Management, or a related field.

Experience with CRM tools and project management software.

What We Offer

Working with new technologies and modern work environment;

Incentives and also bonuses – financial and non-financial;

Referral bonuses;

Extra vacation days;

Work from home & flexible work hours, aligned with project needs;

Private health insurance;

Meal tickets;

Various discounts for gym classes & other recreational activities;

Discounted office parking;

Excellent coffee, delicious snacks and drinks at the office;

Social and team-building activities;

IntelligentBee way of working and way of life!