Delivery Manager - Teleperformance Americas
Listed on 2026-08-09
-
Customer Service/HelpDesk
Customer Success Management, Customer Service Rep, Client Relationship Management, HelpDesk/Support
Delivery Manager
- Teleperformance
The Delivery Manager
- Teleperformance is responsible for overseeing the day-to-day performance of one or more outsourced customer service sites, depending on the market and location. This role plays a critical part in ensuring that Dyson customers receive consistently excellent service with minimal effort, regardless of geography.
Working closely with the respective vendor teams on-site, the Delivery Manager ensures that operational execution is aligned with Dyson's customer experience standards, and that performance is continuously monitored, optimized, and improved.
Key Responsibilities:Operational Oversight
- Manage daily performance across assigned BPO site(s), ensuring delivery against KPIs and SLAs.
- Monitor real-time metrics and trends to proactively address issues and optimize service levels.
- Ensure operational consistency and adherence to Dyson's customer experience expectations.
Vendor Collaboration
- Work closely with vendor site leadership and frontline teams to drive accountability and shared success.
- Support the implementation of new processes, tools, and training to improve agent performance and customer outcomes.
- Facilitate regular site reviews and feedback loops to maintain high standards.
Customer Experience Focus
- Champion low-effort, high-impact customer interactions across all channels.
- Identify and escalate systemic issues or opportunities for improvement.
- Ensure that Dyson's tone of voice and brand values are reflected in every customer interaction.
Insight & Escalation
- Share operational insights and learnings with Dyson's Process, Training, and QA teams to inform future improvements in service design and training content.
- Flag localized issues impacting customer experience to relevant market teams, ensuring timely escalation and resolution.
- Experience managing or supporting outsourced customer service operations, ideally across multiple sites or regions.
- Strong understanding of contact center metrics and operational levers (e.g., CSAT, AHT, FCR).
- Proven ability to work collaboratively with external partners and internal stakeholders.
- Detail-oriented with a proactive approach to problem-solving and performance optimization.
- Excellent communication skills and ability to influence at multiple levels.
- Comfortable working in a fast-paced, dynamic environment with a strong focus on customer outcomes.
Compensation: $91,200 - $114,000 annually + bonus opportunity
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).