Manager - Service Delivery (Westlake)
About The Position
The Manager - Service Delivery leads and coaches frontline agents to meet and exceed service targets. The role is accountable for key service KPIs, including SLA, NPS, FCR, and CSAT, and drives performance through structured coaching, regular one-on-ones, team reviews, and development plans. The manager promotes urgency, ownership, resilience, and a respectful, inclusive, feedback-rich culture in a fast-paced environment. The role also leads team-level transformation initiatives, supports high-stakes issue resolution and escalations, develops high-potential team members, and reports coaching and team development outcomes to senior leadership.
Responsibilities
- Lead and coach frontline agents to consistently meet and exceed targets.
- Ensure accountability against service KPIs, including SLA, NPS, FCR, and CSAT.
- Conduct structured coaching sessions that drive performance behaviors.
- Deliver weekly one-on-ones focused on development, growth, and resilience.
- Promote urgency and ownership in a fast-paced environment.
- Facilitate daily huddles, weekly scorecard reviews, and monthly performance deep-dives.
- Escalate critical risks early and collaborate cross-functionally to resolve them.
- Maintain a respectful, inclusive, and feedback-rich team culture.
- Own team-level transformation initiatives from design through execution.
- Identify high-potential team members and guide stretch assignments.
- Participate in peer coaching circles to improve leadership consistency.
- Maintain and track individual development plans for all team members.
- Lead issue resolution and support high-stakes escalations.
- Reinforce cultural and behavioral standards through daily interactions.
- Report coaching and team development outcomes to senior leadership.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
