Job Description
Are you a people-first leader who thrives on coaching, developing talent, and driving daily performance? We’re looking for a Manager of Service Delivery who excels at leading frontline teams, reinforcing culture, and ensuring exceptional service execution.
This role is ideal for someone who loves hands-on coaching, builds confidence and capability in others, and creates a high-performance environment where KPIs and client outcomes consistently improve. As the frontline force for performance excellence, accountability, and team engagement, you will directly impact our growth and the success of our people.
salary: $75,000 - $84,999.98 per year
shift: First
work hours: 10 AM - 7 PM
education: High School
Responsibilities
- Lead and coach agents daily to meet or exceed key performance indicators (SLA, NPS, CSAT, FCR).
- Conduct weekly 1:1s focused on behaviors, skill growth, and professional resilience.
- Maintain Individual Development Plans (IDPs) and actively identify and nurture high-potential talent.
- Participate in peer coaching circles to share best practices and strengthen leadership consistency across the organization.
- Facilitate daily huddles, weekly scorecard reviews, and monthly operational deep dives.
- Monitor real-time performance and proactively course-correct to ensure service levels are maintained.
- Ensure strict alignment with company policies, procedures, and service expectations.
- Use data insights to identify performance trends, root causes, and skill gaps within the team.
- Serve as the primary escalation point for critical, client-impacting issues.
- Escalate operational risks early and drive them to a timely resolution.
- Partner cross-functionally with Tech, Product, and Ops teams to troubleshoot systemic issues.
Skills
- Call Center
- Call Center Support
- Active Listening
- Telephone Etiquette
- Typing Skills
- Basic Software Skills
- Maintaining Calendars
- Organization
- Working Independently
- Decision Making
- Management (3 years of experience is required)
- Coaching (1 year of experience is required)
- Performance Management (3 years of experience is required)
- SLA (3 years of experience is required)
Qualifications
- Years of experience: 3 years
- Experience level: Experienced
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Job Tags
Permanent employment, Temporary work, Work experience placement, Shift work