Manager of Service Delivery

Optus, Inc•Jonesboro, AR

21d

About The Position

The Manager of Service Delivery supervises the day-to-day operations of the Service Delivery and Shared Services teams, ensuring customer service-level agreements, customer satisfaction, and company expectations are met. The manager provides direct customer support when needed, supports individual and departmental goals, monitors team activity queues, and observes direct reports for compliance with process, quality, and productivity standards. The role includes managing escalations, staffing and schedules, team performance and development, customer communications, process improvements, and strategic initiatives. It also involves coaching and training employees, facilitating team meetings, conducting personnel actions, and supporting customer satisfaction through follow-up calls, service reviews, or onsite visits.

Requirements

Bachelor’s degree (BA/BS) from a four-year college or university, three to five years of related experience and/or training, or an equivalent combination of education and experience.
Telecom or technology experience is required.
Strong leadership abilities and a history of leadership in a team-oriented work environment.
Extensive experience with Microsoft Word and Excel spreadsheet development.
Strong oral and written communication skills.
Strong organizational and administrative skills and a positive, professional attitude.
Ability to multitask and handle stressful situations professionally.

Nice To Haves

Call center experience preferred.

Responsibilities

Use defined reports and metrics to maximize productivity and achieve individual and departmental objectives.
Manage team escalations and ensure complete, timely customer and internal communications.
Perform root cause analysis and implement corrective action plans for negative customer experiences.
Manage the team's daily schedule to ensure staffing levels are met while minimizing overtime.
Create and manage individual development plans for team members.
Review, amend, and finalize employee timecards biweekly.
Assist with the creation and execution of strategic initiatives.
Review processes, procedures, and work instructions and implement improvements to efficiency and quality.
Prioritize and execute tasks effectively in a high-pressure environment.
Model Optus’ Core Values and Code of Ethics Policies and support the team’s quality approach.
Perform other duties or tasks assigned by management.
Instruct direct reports on job duties and arrange training to meet organizational needs.
Engage with customers through follow-up calls, service reviews, or onsite visits to support customer satisfaction.
Manage personnel resources to maximize productivity and quality.
Facilitate team meetings, align team goals and results with company direction, and help team members develop their potential.
Hold regular group and one-on-one meetings to discuss issues, changes, improvements, and strategies affecting the group or company.
Initiate and conduct personnel actions, including discipline, performance evaluations, and training.
Guide direct reports in handling difficult or complex problems.
Drive improvement through suggestion processes, process improvement teams, and root cause analysis.
Create and execute workforce development plans to support employees' career paths.