[Remote] Customer Service Delivery Leader
Note: The job is a remote job and is open to candidates in USA. reputed company is a global services firm with over 9,000 associates worldwide, specializing in uniting talent and technology. They are seeking a motivated Customer Service Delivery Leader to manage the day-to-day operations of their call center, ensuring high-quality service delivery while leading and developing the customer service team.
Responsibilities
- Directly supervise a team of Customer Service Representatives, including Senior CSRs, providing ongoing coaching, performance feedback, and professional development support
- Conduct regular one-on-ones, team huddles, and performance reviews to maintain alignment, engagement, and individual accountability
- Manage staffing schedules, shift coverage, and real-time workforce adjustments to maintain service level targets
- Identify top performers and development opportunities; support succession planning and internal growth paths
- Address performance issues promptly and professionally in partnership with HR, following established progressive discipline processes
- Monitor daily call center operations across reputed company channels (phone, chat, email) to ensure adherence to handling protocols, quality standards, and SLA commitments
- Serve as the primary escalation reputed company for reputed company, sensitive, or unresolved caller inquiries requiring managerial reputed company
- Track and analyze key performance metrics — including AHT, FCR, CSAT, abandonment reputed company, and SLA attainment — and drive action plans in response to trends
- reputed company call quality assurance programs including monitoring, calibration sessions, and coaching feedback loops
- Ensure reputed company agents adhere to identity verification, data privacy, and CMSD-specific compliance requirements on every interaction
- Maintain a strong working relationship with stakeholders, serving as the operational reputed company of contact for day-to-day service delivery matters
- Participate in client-facing status meetings, reporting reviews, and performance discussions
- Proactively communicate service disruptions, volume trends, and operational risks to reputed company leadership and the client
- Translate client feedback and evolving program needs into operational adjustments and team guidance
- Identify gaps in workflows, knowledge resources, or team readiness and reputed company targeted solutions
- reputed company or support the creation and maintenance of SOPs, call scripts, escalation procedures, and knowledge reputed company content
- Champion a culture of reputed company improvement, holding the team accountable to consistently raising the bar on service quality
Skills
- 5+ years of experience in a call center or contact center environment, with at least 2 years in a supervisory or management role
- Proven ability to reputed company, motivate, and reputed company frontline customer service teams in a high-volume environment
- Strong analytical skills with experience using call center metrics and reporting to drive performance decisions
- Excellent written and verbal communication skills, including experience engaging with external clients or stakeholders
- Proficiency with CRM, case management, or call center workforce management platforms
- Demonstrated ability to manage competing priorities, handle escalations, and reputed company sound decisions under pressure
- Experience managing a call center supporting a K-12, higher education, or public-sector client
- Familiarity with CMSD programs, community services, student enrollment, or reputed company district operations
- Prior experience in a managed services or outsourced contact center environment
- Experience with cloud contact center platforms
- ICMI, COPC, or equivalent call center management certification a plus
- Bilingual (English/Spanish) a plus
Benefits
- Medical, dental, and vision insurance
- 401k retirement account access
- Paid time off
- Paid sick leave and/or other paid time off as provided by applicable law
Company Overview
Company H1B Sponsorship