Call Center Service Delivery Manager

Job description

Jadeer is an HR solutions company that helps businesses build high-performing teams.

We connect companies with the right talent, develop effective HR strategies, manage employee relations, automate HR processes, and streamline operations.

Our expert team leverages industry knowledge, technology, and proven processes to understand each client's unique needs and provide tailored solutions to help them succeed - whether filling critical roles, scaling teams, enhancing processes, or achieving short-term goals.

Job Overview

Join our dynamic team as a Call Center Service Delivery Manager, where you will play a critical role in ensuring seamless services to our clients and enhancing customer satisfaction.

Your responsibilities will span from managing service delivery processes to coordinating with different teams to achieve the highest level of efficiency and client satisfaction.

Main Responsibilities

- Leading and managing an account of 150+ employees.


- Responsible for the quality delivery and Client satisfaction of end-to-end service management within the assigned account.
- Responsible for the management of service delivery, quality and cost optimization, service revenue and expansion, billed work, and overall service client satisfaction.
- Work with their delivery teams to deliver and optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account base meeting and exceeding objectives.
- Responsible for the Quality of Service Delivery throughout the assigned account base.
-Serve as the single point of contact for the Client and Operations team on all service delivery and Client service-related matters and manage all aspects of service delivery operations end to end.
- Ensures service delivery is in accordance with contract service level agreements and meets or exceeds customer expectations.


- Conducts service performance reviews with clients, evaluates and articulates customer service performance levels related to contractual terms, identifies internal and external opportunities to optimize service, and drives and tracks results against plan.


- Responsible for engaging other service delivery support teams and working across matrix organizations to optimize service quality and provide solutions to service delivery issues.
- Responsible for total service revenue and service growth of assigned accounts Accountable for financial management and services cost optimization; Financial responsibility for assigned accounts, including forecasts, assisting with billing queues and invoice and account receivable issues, providing contract and billed work quotes.


- Ensure contract terms and conditions are fulfilled, including on-time and on-budget performance, completion of quality checks, and resolution of non-performance issues with suppliers and sub-contractors.
- Audit team actions, orders, and procedures; frequently conduct skip level meetings to ensure equal chances of support for his assigned team members and encourage a healthy environment which leads to better opportunities for achieving targets and benchmarks.
- Communicates with the client concerning the business reviews operational results participates in client’s meetings and aligns to the general strategies and actions aiming to improve the level of satisfaction of the client and meet the set CS benchmark.

Qualifications and Skills

• Education: Bachelor’s degree in Business Administration, Management, or a related field.
• Experience: Minimum of 3 years in a call centre management role, with a proven track record in service delivery and team leadership.
• Communication Skills: Excellent verbal and written communication skills, with a focus on clear and empathetic customer interactions.
• Problem-Solving Capability: Demonstrated ability to identify problems quickly and develop effective solutions.
• Leadership and Initiative: Strong leadership qualities with the initiative to drive change and inspire teams.
• Detailed-Oriented and Reliable: Emphasis on accuracy and reliability in all aspects of work.

Benefits and Opportunities

• Bachelor’s degree.
• Minimum 7 years experience in a call center environment.
• Minimum 3 years of experience as assistant Manager (managing voice account)
• Preferred to have Interpretation Management Experience.
• Knowledge of issues and terminology of the interpreter profession.v
• Excellent English
• Excellent Operational Knowledge.
• Understanding of client’s business areas at all levels.
• Knowledge of all COPC requirements.
• Ability to manage 24/7 operations.
• Strong performance track.
• Presentation Skills.
• Decision maker.
• Strong Communication Skills.
• Good Time Management.
• Strong Leadership skills.
• Team Management.
• Client Orientation.
• Results Orientation.
• Quality Focus.

Work Conditions:

• Working Hours: US shift.
• Working model: Onsite
• Working Days: 5 days (2 days Off)

If you are a strategic thinker with a passion for delivering exceptional customer service, we invite you to apply and become a part of our vibrant team!

Required Skill Profession

Other Sales And Related Workers