Manager, Service Delivery

As a Manager, Service Delivery, your role involves leading, mentoring, and coaching your team to ensure they meet client goals and deliver quality customer experiences on every call. You will play a crucial role in creating a positive work environment and addressing associate questions, issues, and customer escalations. Key Responsibilities: - Improving key success metrics such as Customer Satisfaction Score, Service Level Goals, and Quality Goals - Coaching associates to achieve company and client goals, addressing employee issues, and coordinating training on services, products, or processes - Managing multiple tasks and projects efficiently, while monitoring team attendance and absence Qualifications Required: - Minimum 1 year of call center or equivalent work experience, preferably in handling healthcare accounts/programs - A performance-driven mindset, always striving for excellence - Ability to provide necessary tools and support to your team for daily tasks - Strong mentoring and inspiring skills - Customer-focused approach - Proficiency in understanding, interpreting, and reporting data In addition to the job responsibilities, you can expect: - Support for your career and professional development - Inclusive culture and community-centric organization promoting giving back - A global team of curious lifelong learners guided by company values - Competitive compensation package, performance bonus opportunities, and other benefits including paid time off, wellness benefits, and maybe some pleasant surprises like tuition reimbursement.,