Service Delivery Lead
2 months ago
• Manage and be accountable for professional employees and/or supervisors
• Coordinate and supervise daily/weekly/monthly activities of team members
• Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other supervisors, managers, departments, etc.
• Identify and resolve operational problems using defined processes, expertise and judgment
• Provide coaching, feedback and annual performance reviews as well as formal corrective action
This senior leadership role involves handling a team of 500+ headcounts and requires knowledge of call center systems such as CMS, IEX, CTI and TCS. Understanding of call center performance metrics and measurements is also necessary.
Key Requirements*** College Graduate (Non-Negotiable)
*** At least 2 years Senior Operations Manager under a BPO Voice International Account
*** Experience in handling a team headcount of at least 300+ FTEs
Preferably with Six Sigma Certification
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