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Dyson is seeking a Delivery Lead to oversee its outsourced customer service operations in Manila, ensuring exceptional customer experiences and strong commercial outcomes. The ideal candidate will have a strong background in managing contact center operations, with a focus on performance management and process improvement.
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Job Summary
The Delivery Lead is responsible for end-to-end operational oversight of ANZ's outsourced contact centre operations in Manila.
This role acts as the primary interface between Dyson and Concentrix to drive performance, innovation, and cost efficiency.
The position requires strong analytical skills to analyse numerical data and develop actionable improvement plans for service levels.
Matching Summary
Match Score: 75
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Dyson is seeking a Delivery Lead to oversee its outsourced customer service operations in Manila, ensuring exceptional customer experiences and strong commercial outcomes. The ideal candidate will have a strong background in managing contact center operations, with a focus on performance management and process improvement.
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Skills & Requirements
Must-have
Outsourced contact centre management
Vendor performance oversight
KPI and SLA monitoring
Customer experience standards
Data analysis and reporting
Nice-to-have
Strong influencing skills
Process improvement mindset
Cross-functional collaboration
Change management experience
Digital transformation focus
Key Requirements
Experience managing outsourced customer service operations
Strong leadership and coaching capabilities
Proficiency in Microsoft Excel and BI tools
Proven ability to drive change in dynamic environments