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Company: TELETECH
Company: USA
REF NO: MGMT-0321
Education : Masters Degree
Experience : 5 - 10 Years
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Description :
The Service Delivery Manager is responsible for managing the operations and assigned functional role in an effort to increase the operational and financial effectiveness of the Service Delivery Center with specific accountability for attrition and employee satisfaction. Must ensure the operational metrics are being met by program.Responsibilities associated with managing the assigned functional departments include but are not limited to the following duties:
Learning Services - recommend, develop and implement strategies that enable employee's to successfully meet client training expectations, quality, customer satisfaction and performance objectives; effectively manage the training department by distributing workload, reviewing project materials and developing skills necessary for performance; evaluating performance via client metrics; oversees the development of instructional material in alignment with quality guidelines, student/facilitator guides, job aids and other training and quality documentation; defines budget requirements to meet training objectives; tracks training costs for the company and client; coordinates with client on all project specific updates and up training requirements while tracking and reporting all training hours for all positions; consults with corporate learning services team to ensure global standards and strategic best practices are implemented and measured locally.Human Capital - acts as an advisor for the Center ensuring legal compliance and resolution of all employee related issues ; interprets and implements company policies and procedures while overseeing HC as the primary point of contact for the Center regarding investigations, complaints, union avoidance, terminations, LOA's, FMLA and other escalated HC issues; coordinates and provides leadership development and management training for human capital such as harassment, employee relations, performance coaching and other legal/compliance related areas; consults with corporate HC team to ensure global standards and strategic best practices such as Optimum Rewards, are implemented and measured locally.
Talent Acquisition - responsible for ensuring the site hits 100% of all staffing goals; ensures proper adoption of systems and tools associated with the on boarding process of new hires; responsible for reporting on staffing goals as well as coordination and implementation of weekly/monthly sourcing plans; manages invoicing and procurement process on a monthly basis; consults with corporate TA team to ensure global standards and strategic best practices are implemented and measured locally.
Facilities - responsible for managing vendor accounts including contracts/agreements for preventative maintenance, security, janitorial, copier leases, cafeteria and food vending; perform minor repairs and maintenance on all facility related equipment, storage units, and keys associated with access to the facility; manages procurement process including PR submittals, PO's and invoice matching; coordinate site Health and Safety, Security and Emergency procedures; consults with corporate Facilities team to ensure global standards and strategic best practices are implemented and measured locally.
Reviews site / account profitability and coordinates billing processes and procedures for required departments by client; makes recommendations to improve operational effectiveness through workforce planning; responsible for the accuracy of data and reports generated through workforce systems and databases. Ensures global standards and strategic best practices are implemented and measured locally.
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