Service Delivery Manager

Overview:
We are seeking a results-driven Service Delivery Manager to lead and optimize the performance of Team Leaders and Technical / 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

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Work from home

Work Location: Hybrid remote in Makati