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Job Description & How to Apply Below
Purpose:
The Delivery Leader will be responsible for leading large-scale Human Resource Operations contact center. Voice and Chat handling Health and Welfare and Payroll. The role requires strong operational leadership, customer service orientation, client relationship management, and the ability to consistently deliver against contractual KPIs and SLAs.
The incumbent will manage an operations span of approximately 1400 FTEs and oversee service delivery, workforce performance, escalations, governance, attrition, quality, compliance, and continuous improvement. The role will also collaborate with HR, Training, Facilities, IT, and Network teams to ensure seamless and sustainable operations.
Key Responsibilities
Operations and Service Delivery
Lead day-to-day delivery across voice contact center operations.
Manage a delivery span of approximately 1400 FTEs in a customer-focused operating environment.
Ensure consistent achievement of contractual KPIs, SLAs, productivity, quality, customer experience, and compliance requirements.
Manage operations through effective capacity planning, performance reviews, root-cause analysis, and corrective action plans.
Ensure cases are handled accurately, within agreed turnaround times, and in accordance with applicable client procedures.
Monitor process performance, ageing, escalations, productivity, and quality trends.
Drive corrective action for recurring defects, SLA breaches, and process-control gaps.
Maintain a working understanding of work regulations, operational controls, and compliance requirements relevant to the process.
Build, lead, coach, and motivate high-performing operations teams.
Establish clear performance expectations and promote accountability across the delivery structure.
Review individual and team performance and recommend appropriate coaching, training, and development interventions.
Partner with Training and Quality teams to address capability gaps and improve process performance.
Manage employee engagement and attrition within agreed organizational targets.
Create an inclusive, customer-focused, and performance-driven work environment.
Handle operational and customer escalations with appropriate urgency and ownership.
Build stakeholder confidence through transparent communication, timely resolution, and consistent delivery.
Collaborate across business and enabling functions to resolve service-delivery dependencies.
Internal contact center materials also highlight the importance of using employee and customer insights to develop improvement plans, adopting new tools and technologies, and championing customer-experience improvements.
Experience Requirements
14 to 16 years of overall experience in HRO contact center operations.
Minimum 8 years of managerial experience across voice contact center operations.
Proven experience managing an operations span of approximately 1000+ FTEs .
Strong experience in client governance, stakeholder management, operational escalations, and performance management.
Experience managing operations against defined KPIs, SLAs, quality standards, and regulatory requirements.
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