Service Delivery Manager

We are looking for a dynamic Manager – Operations to lead end-to-end service delivery for our BPO processes. The role involves managing daily operations, driving performance on SLAs / KPIs, leading a team of TLs / agents, and ensuring high client satisfaction. The ideal candidate should have strong people management skills, analytical ability, and experience in handling multiple stakeholders.

Key Responsibilities -

• Manage daily operations and ensure SLA / KPI delivery (AHT, Quality, CSAT, Productivity).
• Lead, coach, and develop teams to achieve business goals.
• Handle client interactions, governance calls, and performance reviews.
• Drive process improvements, RCA / CAPA, and compliance adherence.
• Coordinate with WFM, QA, and Training for smooth operations.
• Prepare reports and provide insights for decision-making.

Requirements -