Service Delivery Manager

Job Description

* Must be located in Ontario, Canada or U.S.A

The Service Delivery Manager will supervise the daily activities of a 24-hour call center, direct in day-today remote and site-based call center activities, and interface with customers and vendors as necessary. In addition to utilizing his/her expertise to supervise, support, coach and direct team members, he/she will provide feedback to his/her team. This Service Delivery Manager will serve in the capacity to lead and set the example of Extraordinary Every Time for a team of 10+ concierges. In addition to this leadership role, he/she will handle card member escalations and monitor the overall traffic flow of requests via all access channels. This person will serve as an expert in concierge service and travel services and maintain knowledge on all corporate policies and procedures and clients.   

Key Responsibilities:

• Accountable for achievement of all client KPI’s and contractual obligations responsible for the overall performance of their team.  
• Provide daily support, through team and 1:1 coaching, and management to team members in a remote capacity.    
• Manage overall daily volume of requests and ticket management to ensure service level standards are met.  
• Handle escalated situations in which additional oversight and assistance is required.  
• Provide daily management support to fellow Service Delivery Management including appropriate mentoring, coaching, team building and retention initiatives.  
• Create and maintain up to date Service Delivery policies and procedures.  
• Provide coaching and counseling to his/her team members  
• Maintain thorough knowledge of client programs under their purview.  
• Maintains communication with key stakeholders and team members  
• Administer policies and procedures.  
• Assist in the recruiting and hiring process by interviewing concierge applicants  
• Other duties as assigned.    

Knowledge, Skills & Competencies:

• Excellent verbal and written communication skills.  
• Demonstrate self-motivation, self-confidence, flexibility, adaptability, and open-mindedness.  
• Exhibit leadership traits to motivate, communicate and provide feedback.  
• Exercise discretion and judgment when providing feedback, guidance, clarification, and disciplinary action.  
• Anticipate and successfully negotiate and solve problems. Able to resolve conflicts when they arise.   
• Commitment to delivering customer service excellence and high-quality work.  
• Superior time-management skills along with strong sense of urgency.    
• Strong Internet navigation skills along with a working knowledge of Microsoft Office.    
• Strong customer service skills and attention to detail.  
• Demonstrated Leadership Ability.  
• Ability to build and manage a team .  

Work Experience & Qualifications:

• Some college or relevant experience required.  
• Minimum 3 years of supervisory experience required; management experience preferred.  
• Minimum of 5 years related customer service or hospitality experience required; previous call center [preferred].
• Fluency in English required.
• Fluency in Spanish or French would be advantageous.
• Must maintain availability via cell phone 24 x 7 and for occasional travel.
• Ability to work a flexible schedule that includes nights, weekends, and holidays.

Work Environment & Physical Requirements:

• Must have a dedicated, quiet, and private workspace free from distractions.
• Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.
• Reliable high-speed uninterrupted internet connection meeting minimum company standards.
• Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.
• May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies. 

Accessibility Commitment:

Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.