Service Delivery Manager

3 days ago


Cedar Rapids, Iowa, United States ImOn Communications Full time

We're looking for a skilled Service Delivery Manager to join our team at ImOn Communications. As a key member of our customer service department, you'll be responsible for managing daily operations, driving continuous improvements, and ensuring exceptional customer experiences.

About the Role

This is an exciting opportunity to work with a talented team, drive business growth, and make a lasting impact on our customers. As a Service Delivery Manager, you'll be responsible for:

  • Developing and executing strategies to achieve customer service level goals;
  • Leading a team of customer care professionals to deliver exceptional service;
  • Collaborating with cross-functional teams to drive business growth and improve processes;
  • Analyzing customer data to identify trends and areas for improvement;
Requirements

To succeed in this role, you'll need:

  • A Bachelor's Degree in Business Administration or similar;
  • At least 5 years of experience in a customer service/call center environment;
  • At least 3 years of supervisory/leadership experience with direct reports;
  • Demonstrated ability to lead and motivate a team, with experience in coaching, mentoring, and performance management;
  • Experience with customer loyalty strategies;
  • Excellent analytical and problem-solving skills;
What We Offer

As a valued member of our team, you'll enjoy a competitive salary range of $65,000 - $80,000 per year, depending on experience, plus a comprehensive benefits package, including:

  • A 401(k) plan with up to a 4% company match;
  • Insurance benefits, including multiple health insurance plans, dental insurance, free vision insurance, and life/disability insurance;
  • A robust wellness program offering annual health screenings and fitness incentives;
  • Work-life balance, including paid holidays, vacation time, personal time, volunteer time off, parental leave, and bereavement leave;


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