Service Delivery Manager

About the role

Flat Planet is looking for a results-driven Service Delivery Manager to lead and optimise the performance of Team Leaders and Customer Service Agents. The role drives key performance indicators, ensures service excellence and fosters a high-performing, customer-centric culture.

Key responsibilities

• Set, monitor and achieve KPIs across Team Leaders and Customer Service Agents
• Lead, coach and develop Team Leaders so they can manage their teams effectively
• Analyse performance metrics such as CSAT, AHT, SLA, QA scores and productivity, and implement data-driven action plans
• Ensure consistent delivery of high-quality customer service aligned with company standards
• Identify performance gaps and implement coaching, training and process improvements
• Work with Training, QA and Workforce Management teams to improve operational efficiency
• Hold regular performance reviews, calibrations and business reviews
• Manage escalations and ensure timely resolution of complex customer concerns
• Promote employee engagement, accountability and continuous improvement

Required profile

• Bachelor's degree in any relevant field
• 7+ years of experience in customer service or BPO operations, including at least 3-5 years in a leadership role
• Proven track record of managing Team Leaders and driving KPI performance
• Experience in coaching, mentoring and performance management
• Ability to thrive in a fast-paced, target-driven environment

Preferred: experience with international accounts, familiarity with CRM tools and workforce management systems, and a Six Sigma or process improvement certification. Only shortlisted candidates will be contacted by authorised Flat Planet recruiters.