Service Delivery Manager

Position Objective:

• To ensure the effective, efficient, and results-driven management of assigned campaigns by leading and supporting both Account Managers and Quality Assurance Officers. The role drives operational excellence, enforces quality standards, and ensures alignment with client expectations, internal KPIs, and overall strategic goals.

Specialized Duties:

• Understand, document, and clearly communicate campaign-specific business requirements to relevant stakeholders.
• Ensure consistent adherence to quality standards and QA insights; track progress and implement corrective measures as needed.
• Continuously evaluate operational workflows and procedures to identify opportunities for improvement, efficiency gains, and client satisfaction.
• Implement and standardize departmental procedures in alignment with strategic directives and operational performance goals.
• Provide regular coaching, performance feedback, and support to Account Managers and Quality Assurance Officers.
• Support underperforming team members by identifying root causes and recommending solutions through training, reallocation, or system adjustments.
• Coordinate with the L&D Manager to ensure AMs and QAs receive the necessary training, upskilling, and resources to meet their objectives.
• Maintain and regularly update a "Top Performers Dashboard" to highlight excellence and benchmark success across campaigns.
• Oversee escalation procedures to ensure proper resolution pathways are followed, including client-sensitive cases.
• Collaborate closely with the Head of Operations on daily contact center operations, particularly in staffing, scheduling, and employee engagement initiatives.
• Conduct structured feedback sessions with each client account, documenting challenges and proposing strategic recommendations through the Head of Operations to HR and other departments.
• Ensure full accountability and timely delivery of KPIs by Account Managers and QAs.
• Guide AMs in developing structured growth and development plans for CSEs, based on performance data and feedback.
• Ensure all roles (CSEs, AMs, QAs, Trainers) have clearly defined KPIs, and that monthly performance appraisals are conducted in coordination with the QA and L&D teams, with appropriate recognition or corrective follow-up.
•  Monitor campaign performance in real time, providing insights, leadership, and corrective direction to optimize delivery.
• Understand and map the customer journey for each client, identifying improvements across CRM tools (e.g., KATI) and contact center touchpoints.
• Cultivate strong relationships with assigned clients by actively participating in weekly reviews and supporting Monthly Business Reviews (MBRs) led by the Head of Operations.
• Act as a liaison with HR, IT, Finance, and Projects departments on behalf of the Head of Operations, providing timely reports and updates.

Managerial Duties:

• Develop, communicate, and implement performance KPIs for both Account Managers and Quality Assurance Officers.
• Monitor individual and team performance across AMs and QAs, identifying trends, gaps, and support needs.
• Foster a high-performance, accountable, and collaborative team culture.
• Conduct structured, development-focused performance evaluations for AMs and QAs.
• Ensure a supportive and motivational work environment that drives individual ownership and team excellence.
• Apply sound judgment in escalating team or operational concerns to senior leadership.
• Propose and drive the implementation of monthly, quarterly, and annual performance plans based on data-driven insights.
• Report regularly on KPI achievement, challenges, and mitigation efforts.
• Build and sustain open, respectful communication and trust across teams—particularly with CSEs, AMs, and QAs—encouraging feedback and cross-functional collaboration.

Recruitment Criteria

Required Experience:

• Minimum of 2 years in a leadership or operational management role within a contact center, with experience overseeing both service delivery and quality assurance functions.

Required Education:

• Bachelor’s degree in Business Administration, Management, Human Resources, or a closely related field.

Required Skills:

• Exceptional written and verbal communication skills
• Proven leadership and team development abilities
• Proficiency in contact center software and reporting tools
• Analytical mindset with strong problem-solving capabilities
• Excellent attention to detail and follow-through
• Ability to influence, coach, and drive performance across diverse teams
• Strong multitasking, planning, and time management skills
• Solid grasp of contact center and CRM operational best practices

The position offers a gross monthly salary of Ksh. 70,000.