Manager - Service Delivery (Westlake)

WestlakePosted 8 days agoDirect from company

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About the role

- Lead and coach frontline agents to consistently meet and exceed targets.

- Ensure accountability against key service KPIs (SLA, NPS, FCR, CSAT).

- Conduct structured coaching sessions that drive performance behaviors.

- Deliver weekly 1:1s focused on development, growth, and resilience.

- Promote urgency and ownership in a fast-paced environment.

- Facilitate daily huddles, weekly scorecard reviews, and monthly performance deep-dives.

- Escalate critical risks early and collaborate cross-functionally to resolve.

- Maintain a respectful, inclusive, and feedback-rich team culture.

- Own team-level transformation initiatives from design through execution.

- Identify high-potential team members and guide stretch assignments.

- Participate in peer coaching circles to improve leadership consistency.

- Maintain and track individual development plans for all team members.

- Lead issue resolution and support high-stakes escalations.

- Reinforce cultural and behavioral standards through daily interactions.

- Report coaching and team development outcomes to senior leadership.

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