Service Delivery Manager (Bpo Voice International Account)

Minimum Requirements: College Graduate (Non-Negotiable)At least 2 years as Senior Operations Manager under a BPO Voice International AccountExperience in handling a team headcount of at least 300+ FTEsPreferably with Six Sigma CertificationPrimary Responsibilities: 100% VOICE ACCOUNTManage and be accountable for professional employees and/or supervisorsCoordinate and supervise daily/weekly/monthly activities of team membersSet priorities for the team to ensure task completion and performance goals are metCoordinate work activities with other supervisors, managers, departments, etc.Identify and resolve operational problems using defined processes, expertise, and judgmentProvide coaching, feedback, and annual performance reviews as well as formal corrective actionThis 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.
Additional Information: Will handle 500+ HCKnowledge of call center systems such as CMS, IEX, CTI, and TCSUnderstanding of call center performance metrics and measurements
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