Frontline Service Delivery Leader

Randstad USA; Orlando (FL); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K plan

Life insurance

Short-term disability

Job summary

Randstad USA in Orlando seeks a Manager of Service Delivery to coach frontline teams, reinforce culture, and drive exceptional service execution. You will lead daily coaching, develop IDPs, and align operations with KPI targets to improve client outcomes.

The role emphasizes hands-on leadership, performance management, and cross-functional collaboration with Tech, Product, and Ops. High School education required; first shift schedule applies.

Qualifications

• 3+ years of leadership experience in a call center or service delivery environment.
• Experience coaching and developing talent for frontline teams.
• Proven ability to drive KPI improvements and client outcomes.

Responsibilities

• Lead and coach agents daily to meet or exceed KPIs (SLA, NPS, CSAT, FCR).
• Conduct weekly 1:1s focused on behavior, skill growth, and resilience.
• Maintain IDPs and nurture high-potential talent.
• Participate in peer coaching to ensure leadership consistency across the org.
• Facilitate daily huddles, weekly scorecard reviews, and monthly deep-dives.
• Monitor real-time performance and course-correct to maintain service levels.
• Ensure alignment with policies and service expectations.
• Use data to identify trends, root causes, and skill gaps.
• Serve as primary escalation point for client-impacting issues.
• Escalate risks early and drive timely resolutions.
• Partner with Tech, Product, and Ops to troubleshoot 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

Tools

Basic Software Tools

Job description

Randstad USA in Orlando seeks a Manager of Service Delivery to coach frontline teams, reinforce culture, and drive exceptional service execution. You will lead daily coaching, develop IDPs, and align operations with KPI targets to improve client outcomes.

The role emphasizes hands-on leadership, performance management, and cross-functional collaboration with Tech, Product, and Ops. High School education required; first shift schedule applies.