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…