Service Delivery Manager  

What Is Your Role

As a Service Delivery Manager, your primary responsibility is to develop and empower your Team Captains to be successful in their role. You will act as a business owner taking full accountability for the success of your teams, ensuring they are fully equipped to meet our commitments to our clients, and doing so with the highest level of quality.

What You Will Do

• Supervise and develop a team of Team Captains through guidance, observation, and performance management activities. These include but are not limited to:

Guidance - Assistance or tutelage with the development of team processes and performance measures, communication with the team, clients, and internal stakeholders, business reviews, presentations, conflict management, to name a few.

Observation - Periodically joining the Team Captain on calls with the client, team huddles, or coaching sessions to ensure you are up to date with all client and team developments. This also provides an opportunity to observe the Team Captain’s presentation, client communication, and coaching skills.

Performance Management - Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.

• Ensure Team Captain is set up for success. You will be responsible for providing coaching, training, and other effective ways to ensure your Team Captains reach their full potential in their role, preparing them for further career advancement.
• Anticipate business needs through data and performance analyses. When required, prepare a business case with recommended steps to improve (e.g. staffing or schedule adjustments, process changes, or training).
• Prepare reports or business reviews by collecting, analyzing, and summarizing data and trends alongside the Team Captain. Equip them with the knowledge and savvy to utilize this information and turn it into actionable recommendations and next steps.
• Anticipate potential issues or concerns related to team performance or dynamics; proactively communicate with internal and external stakeholders and identify possible resolutions.
• Serve as the escalation point for clients and internal customers; respond expeditiously and take immediate actions to course correct team and individual performance or behavior.
• For new teams/ launches, ensure the quality of implementation by working closely with the Implementations team and Team Captain, making recommendations in areas including, but not limited to, process development and documentation, training, performance monitoring, team structure, and schedules.
• Support the implementation of processes and training protocols; assist in building a knowledge base that will simplify new agent onboarding.
• Act as an interdepartmental liaison, communicating Service Delivery needs in detail, serving as a consultant in the development of project plans (where applicable), and ensuring follow through to completion.
• Foster a working environment that will promote harmony and increase retention.

Why Do We Want You

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

You Have…

• Bachelor's/College degree in a relevant discipline you’re passionate about!
• Two years of supervisory experience in a related field
• At least 3 years of BPO (Customer Service) experience preferred
• At least 1 year of experience in using any help desk platform, preferably Zendesk
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to customers with diverse backgrounds