Contact Center Service Delivery Operations Manager

Job Description

Job Description

A day in this role

When you step into our contact center each morning, your focus is clear: keep the operation humming and every customer interaction exceptional. You huddle briefly with supervisors and team leads, align on the day’s performance targets, confirm staffing, and review overnight trends. Throughout the day you scan live dashboards for productivity, quality, attendance, and customer satisfaction, jumping in to coach leaders, recalibrate workflows, and communicate updates to both your team and senior leadership. By day’s end, you’ve advanced improvement initiatives, closed performance gaps, and ensured records are buttoned up and compliant.

What you’ll lead

• End-to-end daily operations to deliver on productivity, service quality, and performance goals.
• Supervisors, team leaders, and frontline agents, providing clear direction and support.
• Real-time KPI monitoring across productivity, quality, attendance, and customer satisfaction.
• Coaching and development for supervisors and team leaders via regular feedback, reviews, and training.
• Targeted performance improvement plans to close identified gaps.
• Process analysis and workflow optimization to boost efficiency and throughput.
• Ongoing communication of goals, updates, staffing needs, and operational trends to leadership and teams.
• Adherence to company policies, procedures, and relevant regulatory requirements.
• Partnership with HR on employee relations, while maintaining accurate operational records.

What you’ll bring

• Bachelor’s degree in Business Administration, Management, or related field preferred; equivalent experience considered.
• 3–5+ years of contact/call center management experience in a fast-paced environment.
• Proven leadership, clear communication, sound decision-making, strong analytical ability, and problem-solving skills.

Core strengths

• Leadership and team development
• Operational planning and flawless execution
• Performance management and accountability
• Continuous process improvement
• Strategic thinking and prioritization
• Communication and cross-functional collaboration

Proficiencies

• People leadership and management
• Coaching and mentoring
• Operational metrics and KPI management