Director of Service Delivery Management

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net revenue and profitability
• Serve as thought leader for business processes that promote increased efficiency and productivity on multiple levels
• Ability to generate and maintain a strong employee engagement culture and mitigate turnover in a brick & mortar site that also includes team members in a work at home environment
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center performance
• Develop and maintain effective organization of responsibility, including efficient coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction
• Manage, build, and expand client and coworker relationships
• Ensure compliance with regulatory agency guidelines and standards
• Successfully lead the launch and expansion of new and existing lines of business.
• Manages multiple small and mid-size projects; this could include new business, changes in business, or process improvements.
• Gathers input from team members on required tasks and translates into a project plan with activities, dependencies, dates and timeframes, resource requirements, milestones, and deliverables.
• Partner with stakeholders across business units (ex: sales, finance, security, compliance) to develop analyses and documentation in a collaborative way, communicating effectively and efficiently with production, managerial, and executive teams
• Evaluate, analyze, and communicate operational requirements on a continuing basis
• Author and update internal and external documentation, and formally initiate and deliver requirements and documentation

• Bachelor's degree or higher preferred; 10+ years leadership in a Call Center will be considered in lieu of degree
• Minimum 7+ years of Call Center/Contact Center management experience; preferably BPO, digital cable, internet, and telecommunications vertical experience strongly desired
• Experience leading remote teams who are in a work at home environment (400+ fte)
• Experience in the Healthcare industry.
• Highly effective with data and analytics, financial acumen, and previous ownership of P&L (20M+)
• Driver of sustainable, positive change and increased accountability culture
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
• Ability and desire to work in a fast paced, quickly changing start-up environment
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Strong negotiation, interpersonal, written, and oral communications skills - including statistical report writing
• Computer Skills: Microsoft O365, with advanced Excel skills, familiarity with Adobe Connect a plus

About Continuum Global Solutions, LLC Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals.