Delivery Lead Manager Job Scottsdale area,Arizona USA,Management

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 Management…