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Service Delivery Manager

/in /by

Overview:
We are seeking a results-driven Service Delivery Manager to lead and optimize the performance of Team Leaders and Customer Service Agents. This role is responsible for driving key performance indicators (KPIs), ensuring service excellence, and fostering a high-performing, customer-centric culture.

Key Responsibilities:

  • Drive overall team performance by setting, monitoring, and achieving KPIs across Team Leaders and Customer Service Agents
  • Lead, coach, and develop Team Leaders to effectively manage their respective teams
  • Analyze performance metrics (e.g., CSAT, AHT, SLA, QA scores, productivity) and implement data-driven action plans
  • Ensure consistent delivery of high-quality customer service aligned with company standards
  • Identify performance gaps and implement coaching, training, and process improvements
  • Collaborate with cross-functional teams (Training, QA, Workforce Management) to improve operational efficiency
  • Conduct regular performance reviews, calibrations, and business reviews
  • Manage escalations and ensure timely resolution of complex customer concerns
  • Promote employee engagement, accountability, and continuous improvement within the team

Qualifications:

  • Bachelor’s degree in any relevant field
  • 7 + years of experience in customer service or BPO operations, with at least 3–5 years in a leadership role
  • Proven track record of managing Team Leaders and driving KPI performance
  • Strong analytical and problem-solving skills with experience using performance metrics
  • Excellent communication and stakeholder management skills
  • Experience in coaching, mentoring, and performance management
  • Ability to thrive in a fast-paced, target-driven environment

Preferred Qualifications:

  • Experience in handling international accounts
  • Familiarity with CRM tools and workforce management systems
  • Six Sigma or process improvement certification is a plus

Success Metrics:

  • Achievement of team KPIs (CSAT, SLA, AHT, QA, productivity)
  • Team Leader effectiveness and team performance improvements
  • Employee engagement and retention rates
  • Operational efficiency and continuous improvement initiatives

Due to the volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Flat Planet recruiters via the firm’s business contact number or business email address.