Call Center Delivery Leader | Coach & Performance Manager

Randstad USA; Roanoke (TX); On-site; USD 75,000 - 85,000; Full time

Job summary

Randstad USA is seeking a Manager of Service Delivery to lead frontline teams, coach agents, and drive service excellence. You’ll reinforce culture, develop talent, and ensure KPI and client outcomes improve through hands‑on leadership and accountable coaching.

The ideal candidate has 3+ years in management, strong SLA/CSAT/NPS focus, and a proven ability to partner with cross‑functional teams to resolve issues and elevate performance.

Qualifications

• 3+ years of management experience.
• Coaching and developing frontline agents.
• Proven track record in meeting SLA and CSAT targets.

Responsibilities

• Lead and coach agents daily to meet or exceed key performance indicators (SLA, NPS, CSAT, FCR).
• Conduct weekly 1:1s focused on behaviors, skill growth, and professional resilience.
• Maintain Individual Development Plans (IDPs) and actively identify and nurture high‑potential talent.
• Participate in peer coaching circles to share best practices and strengthen leadership consistency across the organization.
• Facilitate daily huddles, weekly scorecard reviews, and monthly operational deep dives.
• Monitor real‑time performance and proactively course‑correct to ensure service levels are maintained.
• Ensure strict alignment with company policies, procedures, and service expectations.
• Use data insights to identify performance trends, root causes, and skill gaps within the team.
• Serve as the primary escalation point for critical, client‑impacting issues.
• Escalate operational risks early and drive them to a timely resolution.
• Partner cross‑functionally with Tech, Product, and Ops teams to troubleshoot systemic issues.

Skills

Call Center

Call Center Support

Active Listening

Telephone Etiquette

Typing Skills

Basic Software Skills

Maintaining Calendars

Organization

Working Independently

Decision Making

Management

Coaching

Performance Management

SLA

Education

High School

Job description

Randstad USA is seeking a Manager of Service Delivery to lead frontline teams, coach agents, and drive service excellence. You’ll reinforce culture, develop talent, and ensure KPI and client outcomes improve through hands‑on leadership and accountable coaching.

The ideal candidate has 3+ years in management, strong SLA/CSAT/NPS focus, and a proven ability to partner with cross‑functional teams to resolve issues and elevate performance.