Service Delivery Lead
Published date: 2026/11/07
- Location: Jaipur, Rajasthan, India
Roles and Responsibilities
Manage day to day center operations
Meet or exceed KRAs of all team members such as ps managers, ACCMs, AMCC’s and agents.
Responsible for revenue generation of assigned processes and span and achieve the desired Efficiency and productivity as per targets.
Responsible for achieving desired client KPI’s throughout and align team to deliver the desired results.
Responsible for direct client communication in terms of any deliverables asked and demanded by the client.
Manage assigned shifts throughout the week (proper escalation, list management, strategic seating, etc.)
Hold team meetings on a regular basis with the direct reports
Ensure process operates efficiently according to client and company measures
Desired Candidate Profile
Minimum 13 years work experience of which 10+ years should be in BPO
Should have handled multiple international campaigns as Business Lead for last 2+ years
Should have managed Voice as well as Non Voice campaigns
Manage day to day center operations
Meet or exceed KRAs of all team members such as ps managers, ACCMs, AMCC’s and agents.
Responsible for revenue generation of assigned processes and span and achieve the desired Efficiency and productivity as per targets.
Responsible for achieving desired client KPI’s throughout and align team to deliver the desired results.
Responsible for direct client communication in terms of any deliverables asked and demanded by the client.
Manage assigned shifts throughout the week (proper escalation, list management, strategic seating, etc.)
Hold team meetings on a regular basis with the direct reports
Ensure process operates efficiently according to client and company measures
Desired Candidate Profile
Minimum 13 years work experience of which 10+ years should be in BPO
Should have handled multiple international campaigns as Business Lead for last 2+ years
Should have managed Voice as well as Non Voice campaigns
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