The Manager of Service Delivery is responsible for the daily performance, coaching, and development of frontline service team members. This leader ensures the team hits service targets and maintains a strong culture of accountability and responsiveness. This role is the frontline force for coaching excellence, team development, and cultural reinforcement in daily execution. Job Description: • Lead and coach frontline agents to consistently meet and exceed targets. • Ensure accountability against key service KPIs (SLA, NPS, FCR, CSAT). • Conduct structured coaching sessions that drive performance behaviors. • Deliver weekly 1:1s focused on development, growth, and resilience. • Promote urgency and ownership in a fast-paced environment. • Facilitate daily huddles, weekly scorecard reviews, and monthly performance deep-dives. • Escalate critical risks early and collaborate cross-functionally to resolve. • Maintain a respectful, inclusive, and feedback-rich team culture. • Own team-level transformation initiatives from design through execution. • Identify high-potential team members and guide stretch assignments. • Participate in peer coaching circles to improve leadership consistency. • Maintain and track individual development plans for all team members. • Lead issue resolution and support high-stakes escalations. • Reinforce cultural and behavioral standards through daily interactions. • Report coaching and team development outcomes to senior leadership.