Service Delivery Manager Position Available In Essex, Massachusetts

Job Listing ID:

4297527

Job Title:

Service Delivery Manager Application Deadline:

Open Until Filled

Job Location:

Salem

Date Posted:

06/24/2025

Hours Worked Per Week:

Not Provided Shift:

Not Provided Duration of Job:

Either Full or Part Time, more than 6 months You may contact this employer directly.
(Obtain the contact information to print or add to your jobs.)

Job Summary:

Service Delivery Manager Hybrid –

Winston Salem, NC Overview:

Our Cognizant leadership team working with Clients is currently seeking Ops manager to join our established Customer Service team. The full-time position is a hybrid role to start with the opportunity to become remote. We are seeking highly motivated leaders with a Healthcare background who managed Member / Provider call centers previously with a team size of not less than 150 agents with a minimum of 10+ years of experience. The ideal candidate will have expertise in MS Excel and a background in Medicare Enrollment Healthcare Call Center and IVR is a plus.

Job Description:

This position requires individuals to perform the following duties and work as part of a team: Lead a team of 150+ agents including support staff and manage end to end operations starting with Hiring, Training, Operations, Quality and Reporting Prior experience in managing and leading Member/provider call centers with an in-depth understanding of SLAs/KPIs and knows strategizing operations to ensure meet/excel all agreed deliverables Guide and mentor team members from a process perspective to ensure delivery of SLAs. Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken Identify and suggest business improvement opportunities Identify and drive opportunities to enhance service delivery and Customer experience Present performance metrics to internal and external stakeholders Act as the first level of escalations and resolve the same to the satisfaction of the stakeholder keep also ensure Project Manager is informed of new issues. Provide updates and submit reports related to own area of work Knowledge Management, Ensure SOPs are reviewed per the agreed frequency Encourage associates to use various material that are available in the intranet. Nominate associates for various domain related courses Manage stakeholder relationship. Ensure Team Productivity levels are achieved as per the targets set year on year. Process Improvements and Process Adherence, provide information educate customer troubleshoot probe and fix issues. Achieve Individual SLA targets set the account level collective targets as well set for the team. Ensure process delivery in the respective groups is as per the SLAs. Complete all mandatory training and certifications for self and team. Implement communication structure to ensure process and procedural updates are shared effectively Lead and contribute towards process excellence initiatives. Provide detailed status updates on the CTQ (critical to quality) areas. Perform quality checks and ensure error free processing. Maintain SOPs in the process and ensure all changes are being captured diligently with appropriate version controls. Escalate to the management if deviations in the process are noticed. Highlight open tasks to Team leads, Managers on time. Provide work direction and guidance to team members and ensure accuracy of the work of team members their ability to operate under deadlines and to work on multiple tasks. Establish systems and procedures in the team Reporting to the manager on performance status and any escalations Conduct knowledge transfer sessions for new joiners in the team. Conduct performance appraisals for team members provide input into the learning and career plans for team members. Identify training needs of team members and provide coaching support to them. Manage attrition and absenteeism. Contribute to and participate proactively in knowledge sharing sessions. Participate and con…

Job Classification:

First-Line Supervisors of Office and Administrative Support Workers Access our statewide or regional occupation report for more information about wages,
employment outlooks, skills, training programs, related occupations, and more. Compensation

Salary:

Not Provided Job Requirements

Experience Required:

 See Job Summary

Education Required:

None

Minimum Age:

N/A Gender:

N/A