Service Delivery Manager

Job Summary

A company is looking for a Service Delivery Manager to lead a team in a healthcare call center environment.

Key Responsibilities

• Lead and manage a team of 150+ agents, overseeing hiring, training, operations, quality, and reporting
• Ensure compliance with SLAs/KPIs and drive improvements in service delivery and customer experience
• Conduct performance appraisals, identify training needs, and manage team productivity and attrition

Required Qualifications

• Minimum Bachelor's degree or equivalent practical experience
• 10+ years of experience managing member/provider call centers in the healthcare sector
• Proficiency in Microsoft Office Suite, particularly Excel
• Demonstrated experience in leading and mentoring staff
• Ability to manage budgets and forecasts effectively