Manager - Service Delivery (San Antonio)
About The Position
This role involves leading and coaching frontline agents to achieve and surpass performance targets. The manager is responsible for ensuring the team meets key service KPIs such as SLA, NPS, FCR, and CSAT. The position requires conducting structured coaching sessions, delivering regular 1:1s focused on development and resilience, and fostering a sense of urgency and ownership in a dynamic environment. The manager will also facilitate team meetings, conduct performance reviews, and collaborate cross-functionally to resolve critical issues. A key aspect of the role is maintaining a positive and inclusive team culture, owning transformation initiatives, identifying and developing high-potential employees, and reporting on team development outcomes to senior leadership.
Requirements
- Leadership experience
- Coaching skills
- Ability to meet and exceed targets
- Understanding of key service KPIs (SLA, NPS, FCR, CSAT)
- Experience conducting coaching sessions
- Experience delivering 1:1s
- Ability to promote urgency and ownership
- Facilitation skills for huddles and reviews
- Risk escalation and cross-functional collaboration skills
- Ability to foster a positive team culture
- Experience owning transformation initiatives
- Ability to identify and develop high-potential employees
- Experience with individual development plans
- Issue resolution skills
- Ability to reinforce cultural and behavioral standards
- Reporting skills to senior leadership
Responsibilities
- Lead and coach frontline agents to consistently meet and exceed targets.
- Ensure accountability against key service KPIs (SLA, NPS, FCR, CSAT).
- Conduct structured coaching sessions that drive performance behaviors.
- Deliver weekly 1:1s 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.
- 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
