Service Delivery Manager

3 weeks ago


Davao City, Davao, Philippines Cobden & Carter International Full time

Primary Responsibilities:

  1. Manage and be accountable for professional employees and/or supervisors.
  2. Coordinate and supervise daily/weekly/monthly activities of team members.
  3. Set priorities for the team to ensure task completion and performance goals are met.
  4. Coordinate work activities with other supervisors, managers, departments, etc.
  5. Identify and resolve operational problems using defined processes, expertise, and judgment.
  6. Provide coaching, feedback, and annual performance reviews as well as formal corrective action.
  7. This role is equally challenging and rewarding. You'll need to stay positive at all times, especially in difficult situations. You'll be asked to mentor, challenge, and communicate effectively with all different types of people.
  8. Will handle 500+ HC.
  9. Knowledge of call center systems such as CMS, IEX, CTI, and TCS.
  10. Understanding of call center performance metrics and measurements.
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