Manager - Service Delivery

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

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

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Conduct structured coaching sessions that drive performance behaviors.

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

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Promote urgency and ownership in a fast-paced environment.

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

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

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

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Own team-level transformation initiatives from design through execution.

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Identify high-potential team members and guide stretch assignments.

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Participate in peer coaching circles to improve leadership consistency.

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Maintain and track individual development plans for all team members.

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Lead issue resolution and support high-stakes escalations.

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Reinforce cultural and behavioral standards through daily interactions.

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Report coaching and team development outcomes to senior leadership.