Delivery Lead Manager

Delivery Lead Manager

Key Responsibilities:

• Ensure execution of delivery work across multiple service delivery operations, as needed

• Drive optimization of delivery of standard solutions within areas of expertise

• Deliver agreed scope of services while achieving profitability improvements and productive gains

• Address performance issues across the service delivery operations, create operational approach and implement continuous improvement

• Analyze team performance and metrics, compare against benchmarks, and present options for improving overall performance

• Manage supply and demand, service quality and processes to meet delivery expectations Implement the levers to consistently achieve performance targets

• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs

• Responsible for career management of service delivery resources e.g. training, engagement, mentoring, succession planning and annual performance process

• Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity of staff to optimize balance between cost and delivery targets

• Deliver efficiencies through standard processes and synergies Implement standard service level agreement SLA and other contract financial requirements

• Resolve performance issues with delivery leadership

• Formalize delivery plans for the service delivery with service group delivery leadership

• May lead or support the design of new offerings or services for industry functional technical Support sales opportunities and validate expected delivery capability

• Demonstrate expert knowledge of operational methodology to effectively deliver cross functional, consistent, repeatable and high performance process execution

• Act as escalation point to address issues concerns about service delivery performance, personnel, etc.

• Engage with client to align on program objectives, business drivers, and desired outcomes

• Translate the client’s business objectives, priorities, and challenges routinely with Service Delivery to keep alignment and progress solution

• Proactively improve client and customer relationships, while working with client account and account

• Responsible for workstream budgets and managing cost within company

• Large scale people management

• Measure and manage individual and team performance

• Optimize performance in a contact center and back-office environment around cost, growth and innovation coaching management on key performance and handling any variances Integrating innovation to continuously build superior customer service

• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement

• Analyze call drivers, the impact call types on staffing needs and opportunities for addressing drivers differently

• Manage operational forecast variance to plan Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps

• Forecasting Capacity Planning Analyze work volume patterns to determine trends

• Create volume forecast and handle time forecast for interval, daily and weekly

Role Requirements:

• Role is remote and requires private secure home internet

• Travel is required to Albuquerque, NM at 20-60% (1 week a month); as per client requests

• Project Operation Hours for this contact center are 8 hour shifts between 7:00 am-7:00pm MST

Basic Qualifications:

• Minimum 5 years’ experience in operations

• Minimum 5 years’ experience in people management

• Minimum 2 years’ experience in contact center management

• Minimum 1 years’ experience working in medicaid

Preferred Qualifications:

• Bachelor’s Degree

• Experience managing workforce of 100

• Medicaid experience

• Cost Management, Operational Excellence, Client Relationship Management, SLA…