Delivery Lead Manager - Voice
Core
Lead frontline customer service representatives managing omnichannel voice, email, chat, and social support operations.
Role type
Senior Customer Service Team Lead / Delivery Manager
Builds
Customer support operations across voice, email, chat, and social channels
Domain
Customer Service / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Omnichannel operations management, People management (6-8+ years), Coaching and team leadership, Performance management, Process improvement, KPI monitoring, SLA management, Escalation handling
Preferred skills
Experience in Americas region, Experience with Chatbot integration
Technologies
EMS, QMS Systems
Responsibilities
Lead the team to ensure safe and silent run for the teams processes, Manage deadlines and ensure high quality of activities affecting customer relationships, Conduct regular one-to-ones and appraisals with direct reports, Develop team skills and promote continuous improvement, Provide first level escalation for team issues, Develop and monitor KPIs aligned to Service Level Agreements, Serve as single point of accountability for projects and change requests
Seniority
Senior, hands-on IC with management focus
