Job Overview

We are seeking an experienced and results-driven Call Center Service Delivery Manager to join our dynamic operations team. In this role, you will be responsible for managing end-to-end service delivery for a large-scale client account of 150+ employees, ensuring operational excellence, service quality, cost efficiency, client satisfaction, and continuous business growth.

The ideal candidate is a strategic thinker, strong people leader, and client-focused professional with proven experience in managing voice accounts within a call center environment. You will act as the primary point of contact between the client and internal operations teams, ensuring that all services are delivered in line with contractual agreements, performance targets, and customer expectations.

Key Responsibilities

1. Service Delivery Management

• Lead and manage the full service delivery lifecycle for the assigned account.

• Ensure services are delivered in accordance with contractual Service Level Agreements, quality standards, and client expectations.

• Oversee day-to-day operations to ensure consistent, efficient, and high-quality service delivery.

• Manage end-to-end service delivery operations, including performance monitoring, issue resolution, process optimization, and continuous improvement.

• Ensure timely escalation and resolution of operational challenges, service gaps, and performance risks.

• Drive initiatives that improve service efficiency, customer satisfaction, and operational consistency across the account.

2. Account and Client Management

• Serve as the single point of contact for the client and internal operations teams on all service delivery and client service-related matters.

• Build and maintain strong client relationships through regular communication, business reviews, and performance discussions.

• Participate in client meetings, operational reviews, and strategic planning sessions.

• Evaluate service performance against contractual terms and agreed benchmarks.

• Identify internal and external opportunities to improve service delivery, client satisfaction, and account performance.

• Align operational actions with the client’s business strategies and customer satisfaction objectives.

3. Team Leadership and People Management

• Lead and manage an account of 150+ employees, ensuring effective staffing, engagement, performance, and development.

• Provide leadership, direction, and support to delivery teams to meet operational targets and business objectives.

• Conduct regular performance reviews, skip-level meetings, coaching sessions, and team engagement activities.

• Promote a healthy, fair, and supportive work environment that enables employees to achieve individual and team goals.

• Ensure equal opportunities for support, development, and performance improvement across all team members.

• Inspire and motivate teams to deliver excellent service and maintain high standards of professionalism.

4. Operational Excellence and Performance Management

• Monitor and manage key operational metrics, service levels, quality scores, productivity, customer satisfaction, and client-specific KPIs.

• Ensure achievement of operational benchmarks, including service quality, efficiency, and customer experience targets.

• Conduct service performance reviews and develop action plans to address gaps or areas of improvement.

• Audit team actions, orders, workflows, and procedures to ensure compliance and accuracy.

• Track performance trends, identify root causes of service issues, and implement corrective and preventive actions.

• Drive process improvements that enhance productivity, quality, and customer experience.

5. Financial and Commercial Management

• Be accountable for service revenue, cost optimization, and financial performance for the assigned account.

• Support forecasting, billing queues, invoicing, accounts receivable follow-up, and contract-related financial matters.

• Provide quotes for contracted and billed work as required.

• Monitor service costs and identify opportunities to improve profitability without compromising service quality.

• Ensure contract terms and conditions are fulfilled, including on-time and on-budget delivery.

• Support account growth by identifying opportunities for service expansion and portfolio development.

6. Quality, Compliance, and Governance

• Ensure service delivery complies with internal policies, contractual obligations, operational standards, and quality requirements.

• Maintain strong knowledge and application of COPC requirements and other relevant quality frameworks.

• Ensure completion of required quality checks and service audits.

• Identify and resolve non-performance issues with internal teams, suppliers, and subcontractors.

• Work with service delivery support teams and matrix functions to optimize service quality and resolve operational challenges.

• Maintain accurate reporting, documentation, and governance processes for the assigned account.

Required Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field.

• Minimum 7 years of experience in a call center environment.

• Minimum 3 years of experience in a call center management or Assistant Manager role.

• Proven experience managing a voice account.

• Experience managing large teams, preferably 150+ employees.

• Excellent command of English, both written and spoken.

• Strong operational knowledge in call center environments.

• Ability to manage 24/7 operations.

• Strong understanding of service delivery, performance management, quality, and client satisfaction.

Preferred Qualifications

• Experience in interpretation management or interpreter services.

• Knowledge of issues, standards, and terminology related to the interpreter profession.

• Strong knowledge of COPC requirements.

• Experience managing client-facing service delivery operations.

• Proven track record in achieving operational targets and improving service performance.

Required Skills and Competencies

Leadership and People Management

• Strong leadership and team management skills.

• Ability to motivate, coach, and develop large teams.

• Strong decision-making ability.

• Ability to drive change and lead improvement initiatives.

• High level of accountability and ownership.

Client and Business Orientation

• Strong client orientation and relationship management skills.

• Ability to understand the client’s business areas at all levels.

• Strong business review and presentation skills.

• Ability to align operations with client strategies and service expectations.

• Results-driven mindset with a focus on service excellence.

Operational and Analytical Skills

• Excellent operational knowledge of call center processes.

• Strong problem-solving and root cause analysis skills.

• Ability to monitor KPIs, identify trends, and develop effective action plans.

• Strong quality focus and attention to detail.

• Ability to manage cost, quality, productivity, and customer satisfaction simultaneously.

Communication and Interpersonal Skills

• Excellent verbal and written communication skills.

• Strong presentation and stakeholder management skills.

• Ability to communicate clearly, professionally, and empathetically.

• Strong collaboration skills across internal teams and matrix organizations.

• Ability to handle client escalations and sensitive operational matters effectively.

Personal Attributes

• Detail-oriented and reliable.

• Strategic thinker with a continuous improvement mindset.

• Strong time management and prioritization skills.

• Flexible, adaptable, and able to work under pressure.

• Passionate about delivering exceptional customer service.

Work Conditions

• Working Hours: US shift

• Working Model: On-site

• Working Days: 5 working days per week, with 2 days off

• Operation Type: Voice account / 24/7 operations environment

Why Join Us?

This is an excellent opportunity for a passionate service delivery professional to lead a large-scale operation, manage a key client account, and make a measurable impact on customer satisfaction, operational performance, and business growth.

If you are a strategic thinker with strong leadership skills and a passion for delivering exceptional customer service, we invite you to apply and become part of our vibrant team.