Service Delivery Manager

Primary Responsibilities:

100% VOICE ACCOUNT
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 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.

***Will handle 500+ HC
Knowledge of call center systems such as CMS, IEX, CTI and TCS
Understanding of call center performance metrics and measurements