Service Delivery Manager

Service delivery Manager– Chat Support (BPO/KPO)
Location: Jabalpur Madhya Pradesh Job Type: Full-Time - US ShiftExperience Required: 8+ Years (Minimum 5 years in a managerial role)Industry: BPO/KPO – Chat Support.Salary - As per Industry About the Role:We are seeking a dynamic and results-driven Servicr Delivery Manager and oversee our chat support operations. This is a senior-level position responsible for managing the day-to-day functioning of the operations floor, ensuring delivery excellence, coaching team managers, and driving performance across multiple teams.This individual will play a key role in ensuring operational efficiency, service quality, and high customer satisfaction in a fast-paced, high-volume BPO/KPO environment.Key Responsibilities:Lead the day-to-day operations of the chat support floor to ensure smooth execution and high performance.Directly manage team managers, providing mentorship, guidance, and performance oversight.Handle and resolve escalations from team leaders (TLs) and other stakeholders with speed and professionalism.Drive shift planning, daily performance reviews, and real-time floor monitoring.Ensure SLA compliance, quality assurance, and team productivity across all shifts.Conduct regular coaching and training sessions to improve team capability and performance.Support frontline executives with complex/difficult queries and guide them towards resolution.Monitor real-time chat queues and allocate resources effectively.Generate and analyze performance reports, CSAT metrics, and other KPIs to identify areas for improvement.Foster a culture of accountability, continuous improvement, and operational excellence.Requirements:Minimum 8 years of experience in the BPO/KPO industry, specifically in chat support operations.At least 5 years of proven managerial experience, handling large teams and multiple team leaders.Strong understanding of chat support processes, KPIs, SLAs, and customer service excellence.Excellent people management, conflict resolution, and coaching skills.Ability to handle high-pressure situations and make quick, effective decisions.Proficient in using chat tools, reporting dashboards, and real-time monitoring systems.Exceptional communication, leadership, and stakeholder management skills.Preferred Qualities:Experience managing multi-process chat support teams in a 24/7 environment.Data-driven mindset with an ability to analyze trends and derive actionable insights.Exposure to performance improvement initiatives and employee engagement strategies.If you are a strategic leader with a passion for operations excellence and people development, we would love to meet you.