Service Delivery Manager

Job Summary

Working remotely in a full-time capacity, the Service Delivery Manager will lead and mentor a team to ensure they meet client goals, address associate inquiries, and maintain a positive work environment while enhancing customer experience.

Key responsibilities

• Improve key success metrics such as Customer Satisfaction Score, Service Level Goals, and Quality Goals
• Coach associates to achieve company and client goals while managing employee-related issues and coordinating training
• Manage multiple ongoing tasks and projects, monitoring team attendance and absence

Required qualifications

• Minimum 1 year of call center or equivalent work experience
• Ability to promote a performance-driven culture and support team engagement
• Experience in mentoring and inspiring team members
• Customer-focused mindset with skills in data interpretation for reporting
• An active license is required