Delivery Manager

By July 20, 2018career

Job description

•  Supervising and coordinating all processes and activities in the Delivery Process.
•  Ensure all policies and procedures are being followed.
•  Responsible for the performance of a team of up to 20 agents to meet/exceed key performance metrics for both quality and production.
•  Monitor and evaluate agent monthly performance, review productivity and attendance reports, and coach staff members to improve performance.
•  Stays informed of all new Campaigns/ Projects and ensure that agents are properly briefed before they go live with the Campaign.
•  Be visible to agents. Managers should walk around regularly to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls.
•  Motivates employees to ensure optimal performance results are achieved and that a positive, constructive work environment is provided.
•  Addresses staff performance issues; provides additional training when needed; recommends appropriate personnel actions.
•  Oversee the day to day operations of the group.
•  Other duties as delegated.
•  Drive continuous improvements to increase productivity reduce costs.
•  Provide daily goals and strategy to their team that will maximize the productivity.
•  Manage revenue/profit results to meet business objectives.
•  Administer continuous training and coaching to ensure quality.

Desired Skills

•  Ability to influence Leaders and set/implement Strategy across team.
•  Excellent written and communications skills with ability to present.
•  Strong analytical, verbal and written communications skills.
•  Strong coaching, people, and leadership skills.
•  Negotiation and client relationship skills.
•  Ability to lead and partner successfully with teams, management and client.
•  High level of integrity, judgment and follow through.
•  Strong attention to detail.
•  Technology acumen and reporting.
•  Strong coaching skills.
•  Problem solving skills.
•  Good hands on MS. Excel.


2 -5 years

Working days

Monday- Friday (Sat – Sun fixed off)
Candidate should be flexible to shift timing.

Immediate joiner preferred.

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