Job Description
The Senior Manager of Service Delivery leads day-to-day performance across a multi-team, multi-queue contact center environment. This role is accountable for delivering consistent results against SLA, quality, and productivity targets through manager leadership and disciplined execution.
This leader operates as an execution driver, coach, and innovation owner- responsible for running a high-performing operation while continuously improving how it operates.
salary: $90,000 - $130,000 per year
shift: First
work hours: 7 AM - 7 PM
education: High School
Responsibilities
- Target Achievement: Drive consistent results across all teams and queues for SLA, quality, and productivity metrics.
- Real-Time Management: Monitor performance live and execute immediate interventions to close gaps.
- WFM Partnership: Collaborate with Workforce Management to optimize staffing levels and priority alignment.
- Talent Growth: Lead and mentor managers to own their specific team outcomes and drive bottom-line accountability.
- Structured Cadence: Facilitate data-driven 1:1s and performance reviews focused on root-cause analysis and actionable results.
- Capability Building: Strengthen manager proficiency in coaching, decision-making, and performance management.
- Process Improvement: Identify trends from frontline feedback to prioritize and execute initiatives that improve cost, quality, and CX.
- AI & Workflow Adoption: Champion the use of AI-enabled tools (e.g., agent assist, QA automation) to maximize operational efficiency and sustained results
- Proactive Mitigation: Identify emerging risks to service levels or customer experience early.
- Strategic Escalation: Partner cross-functionally with IT, Product, and WFM to resolve technical or operational challenges with clear context and proposed solutions.
Skills
- Coaching
- Managing
- Maintaining Calendars
- Organization
- Answering Phones
- Oral Communication
- Working Independently
- Decision Making
- Handling Confidential Information
- Microsoft Office
- Written Communication
- Problem Solving
- AI Integration (3 years of experience is required)
Qualifications
- Years of experience: 5 years
- Experience level: Manager
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, Work at office, Immediate start, Shift work