Service Delivery Manager Jobs

Position Summary:

Directs the entire operations of the organization's call center facility(ies) as assigned. Implements and reviews policies and operating structure of the call center. Sets standards and guidelines for interaction with customers. Monitors the calls to ensure that the expectations of the customers are met.

Overall Responsibilities:

• Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with recruitment to attract the very best external talent, in line with the agreed framework and succession planning to ensure key roles are filled and individual talent is recognized.
• Proactively maintains regular engagement with key client contacts in line with client expectations.
• Responsible and accountable for the operational performance and for meeting/exceeding targets of all required metrics.
• Deliver well-defined Communication and Engagement to ensure all teams understand the performance of the business and also understand the needs of their teams.
• Identify and highlight further opportunities for services and process improvements.
• Ensures delivery of Client KPIs and targets including day to day service levels, customer experience, quality measures and compliance measures.
• Motivate and effectively performance manage direct reports to ensure delivery of overall targets and the business plan.
• Overall responsibility for the delivery of overall operational metrics of a regional or global client.
• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day communication within key workstream.
• Select, effectively manage and coach direct reports.
• Continuously identify and implement of operational best practices.

Job Requirements:

• Ability to influence and motivate others.
• General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
• Strategic thinker and tactical implementer.
• Senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements. Demonstrated experience coaching and developing individuals.
• Excellent leadership and developmental skills.
• Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
• Experience in developing a team in a contact center site, while meeting all operational and financial objectives.
• Superior written and verbal communication skills.
• Proven ability to manage people, processes, and technology.
• Must have strong technical, project management, implementation and process improvement skills.
• Experience with forecasting/scheduling and related software packages.

Education/Experience:

• 7-10 years call center experience.
• Experience in a leadership role in a large contact center setting with extensive client and senior management interface.
• Minimum 5-7 years managing operations in a call center environment.
• Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.