Customer Service Delivery Manager

hace 2 días


San José, San José, Costa Rica Transperfect A tiempo completo

About Us

We're a global organization with a passion for delivering exceptional service to our clients. As a leading provider of language and content management solutions, we're committed to helping our clients achieve their goals through outstanding support and expertise.

The Operations Manager plays a vital role in ensuring the success of our call center, managing daily business operations and driving service delivery, quality, and overall performance.

This includes:

  • Managing Team Leaders/Supervisors: Ensuring program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner.
  • Monitoring and Evaluating Team Performance: Tracking and evaluating team performance based on key performance indicators (KPI's) and providing ongoing feedback to ensure all company standards are met.
  • Developing Competencies: Developing all the competencies required in front-line managers to have a fully engaged, highly skilled, and effective team.
  • Daily Updates: Delivering monthly, daily, or weekly updates on processes and procedures.
  • One-on-One Meetings: Performing one-on-one meetings with supervisors to review team performance and effectiveness.
  • Performance Improvement Plans: Ensuring that supervisors and interpreters meet client expectations through the creation and implementation of written performance improvement plans.
  • Process Improvements: Identifying and implementing process improvements to drive performance.
  • Communication: Communicating to Contact Center Director and assisting when call center is experiencing phone issues, delays, or service interruptions.
  • Client Communication: Working in conjunction with various departments in the process of resolving client issues and working in direct communication with clients when resolving escalated issues.
  • Team Supervision: Maintaining presence on contact center floor and observing Team Supervisors interacting with employees.
  • Participation in WFM Staffing: Participating in WFM staffing, planning, forecasting, and performance reviews.
  • Manager's Meeting: Participating in weekly Manager's Meeting contributing to content by sharing ideas, giving feedback, and making suggestions.

Requirements

  • Leadership Experience: 5+ years of call center leadership experience.
  • Strong Communication Skills: Strong ability to communicate effectively, both verbally and in writing.
  • Motivational Skills: Ability to lead, direct, and motivate others.
  • Problem-Solving Skills: Strong problem-solving skills, with the ability to multi-task and work under pressure.


  • San José, San José, Costa Rica Softwareone A tiempo completo

    **Job Description**We are seeking a highly skilled Service Success Manager to join our team. In this role, you will be responsible for delivering exceptional customer experiences by providing proactive support, guidance, and advocacy to our clients. Your primary objective will be to ensure seamless service delivery, aligning SoftwareONE's solutions with...


  • San José, San José, Costa Rica Softwareone A tiempo completo

    **Job Overview**At SoftwareONE, we are seeking a skilled Cloud Service Delivery Manager to join our team. As a key member of our organization, you will be responsible for overseeing the end-to-end quality of service delivered by your team.Key Responsibilities:Align with local and global vision and strategy to ensure seamless delivery of servicesSupervise...

  • Customer Delivery Manager

    hace 4 semanas


    San José, San José, Costa Rica Catalina Marketing A tiempo completo

    **Why Catalina?** Catalina delivers omni-channel managed media solutions to our customers with a long-standing history of rich data assets, but our **_greatest_** asset is our people.Our guiding principles set the stage for winning in the markets we serve, and our potential is powerful.When you join the Catalina team, you will be part of an inclusive...


  • San José, San José, Costa Rica Catalina Marketing A tiempo completo

    **Why Catalina?** Catalina delivers omni-channel solutions to our customers with a long-standing history of rich data assets, but our _greatest _asset is our people.Our guiding principles set the stage for winning in the markets we serve, and our potential is powerful.When you join the Catalina team, you will be part of an inclusive environment that embraces...


  • San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    At Amzn Support Srvcs Costa Rica, we are seeking a highly skilled Program Manager Service Delivery to join our global team. In this role, you will lead medium to high complexity projects focused on employee life-cycle services, working with a wide range of stakeholders and business leaders.The ideal candidate will have 2+ years experience in program or...


  • San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Our Company CultureWe pride ourselves on being a company that values its employees and strives to create a positive work environment. Our office features a modern facility with beautiful views, perfect for those who enjoy a collaborative and relaxed atmosphere.As a Service Delivery Manager, you will be part of a close-knit team that works together to achieve...


  • San José, San José, Costa Rica United Parcel Service A tiempo completo

    United Parcel Service is seeking a highly skilled and motivated Customer Service Coordinator II to join our team. As a key member of our operations team, you will play a critical role in ensuring seamless customer experiences and supporting business growth.In this role, you will leverage your strong written and verbal communication skills to communicate with...


  • San José, San José, Costa Rica Wns Global Services A tiempo completo

    At WNS Global Services, we strive to provide exceptional customer experiences that drive business value for our clients. Our goal is to enable them to outperform by leveraging our passion for service and innovation.Our delivery center in Costa Rica serves various industries, including Retail and Consumer Packaged Goods, and Insurance. We boast a strong...


  • San José, San José, Costa Rica Micro Focus A tiempo completo

    Job DescriptionWe are looking for a skilled IT Service Delivery Manager to lead our Applications Management team. As a key member of our organization, you will be responsible for ensuring the delivery of high-quality services to our customers.About the TeamYou will work closely with our global teams to deliver operational processes and policies in your area...


  • San José, San José, Costa Rica Softwareone A tiempo completo

    SoftwareONE is seeking a Service Delivery Specialist to join our Service Excellence team. In this key role, you'll play a crucial part in ensuring the timely execution and completion of operational processes that support projects delivered by our service teams.The ideal candidate will have a strong background in back-office support and financial systems,...


  • San José, San José, Costa Rica Ynv Group A tiempo completo

    We're looking for a highly skilled Regional/Site Quality Manager to join our team at Ynv Group. As a key member of our organization, you'll play a critical role in promoting and developing our quality system and service delivery standards.In this exciting role, you'll work closely with our Operations team to define quality procedures, drive continuous...


  • San José, San José, Costa Rica Intel A tiempo completo

    Customer Service Solutions ManagerWe are seeking an experienced Technical Customer Support Specialist to join our team as a Customer Service Solutions Manager. In this role, you will be responsible for developing and implementing strategies to improve customer satisfaction and loyalty.Main ResponsibilitiesThe successful candidate will:Collaborate with...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    About Amazon Support Services Costa Rica SrlAt Amazon, we are committed to providing our customers with an exceptional experience. Our Shipping & Delivery Support team plays a critical role in ensuring the smooth functioning of our logistics transportation and timely delivery of freight.We are seeking a highly motivated and customer-focused individual to...


  • San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    **About Us**Bill Gosling Outsourcing provides business solutions to our clients across various industries, including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. We pride ourselves on delivering high-quality services that help our clients achieve their goals.**Job...

  • Group Delivery Manager

    hace 7 días


    San José, San José, Costa Rica Wns Denali A tiempo completo

    Role OverviewWe are seeking an experienced Senior Group Manager to join our team at WNS Denali. The successful candidate will provide leadership to the delivery team, manage and develop the team, and farm new business opportunities. This role also involves delivering sold scope and performance, assisting clients with procurement programs, and ensuring the...


  • San José, San José, Costa Rica Wns Global Services A tiempo completo

    Company OverviewWNS Global Services is a global BPM leader, serving clients across various industries. We combine operational excellence with deep domain expertise to deliver high-quality services. Our mission is to enable our clients to outperform with our passion for service and innovation.Job DescriptionAs an Associate - Operations, you will be...


  • San José, San José, Costa Rica Smartsheet A tiempo completo

    Job Description:We are seeking a highly motivated Manager to join our Solution Services team. As a key member of our organization, you will be responsible for leading a team of skilled professionals, driving operational and financial success in packaged service delivery. This role requires strong leadership skills, collaboration, and strategic thinking to...


  • San José, San José, Costa Rica Equifax A tiempo completo

    **About the Role**We are looking for a skilled IAM Service Delivery Manager to join our team at Equifax. In this role, you will be responsible for implementing and delivering IAM services to meet the needs of our users.Main Responsibilities:Designing, implementing, and maintaining IAM technologies to ensure audit and privacy complianceProviding reports and...

  • Support Delivery Manager

    hace 3 semanas


    San José, San José, Costa Rica Microsoft A tiempo completo

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more.Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.In doing so, we create life-changing innovations that impact billions of lives around the world.You can...


  • San José, San José, Costa Rica Pfizer A tiempo completo

    Role OverviewThe Digital Corporate Affairs Client Partner and Colleague Services Team is responsible for delivering high-quality, consistent, and repeatable end-user support experiences to Pfizer colleagues through a multi-channel service support strategy.This team provides leadership in maintaining and delivering a consistent operating environment across...