The Manager of Service Delivery is responsible for the daily performance, coaching, and development of frontline service team members. This leader ensures the team hits service targets and maintains a strong culture of accountability and responsiveness. This role is the frontline force for coaching excellence, team development, and cultural reinforcement in daily execution.

Job Description:

• Lead and coach frontline agents to consistently meet and exceed targets.

• Ensure accountability against key service KPIs (SLA, NPS, FCR, CSAT).

• Conduct structured coaching sessions that drive performance behaviors.

• Deliver weekly 1:1s focused on development, growth, and resilience.

• Promote urgency and ownership in a fast-paced environment.

• Facilitate daily huddles, weekly scorecard reviews, and monthly performance deep-dives.

• Escalate critical risks early and collaborate cross-functionally to resolve.

• Maintain a respectful, inclusive, and feedback-rich team culture.

• Own team-level transformation initiatives from design through execution.

• Identify high-potential team members and guide stretch assignments.

• Participate in peer coaching circles to improve leadership consistency.

• Maintain and track individual development plans for all team members.

• Lead issue resolution and support high-stakes escalations.

• Reinforce cultural and behavioral standards through daily interactions.

• Report coaching and team development outcomes to senior leadership.