Delivery Lead Manager in Redmond

Key Responsibilities:

• Ensure execution of delivery work across multiple service delivery operations, as needed.
• Drive optimization of delivery of standard solutions within areas of expertise.
• Deliver agreed scope of services while achieving profitability improvements and productive gains.
• Address performance issues across the service delivery operations, create operational approach and implement continuous improvement.
• Analyze team performance and metrics, compare against benchmarks, and present options for improving overall performance.
• Manage supply and demand, service quality and processes to meet delivery expectations.
• Implement the levers to consistently achieve performance targets.
• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs.
• Responsible for career management of service delivery resources e.g. training, engagement, mentoring, succession planning and annual performance process.
• Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity of staff to optimize balance between cost and delivery targets.
• Deliver efficiencies through standard processes and synergies.
• Implement standard service level agreement (SLA) and other contract financial requirements.
• Resolve performance issues with delivery leadership.
• Formalize delivery plans for the service delivery with service group delivery leadership.
• May lead or support the design of new offerings or services for industry functional technical.
• Support sales opportunities and validate expected delivery capability.
• Demonstrate expert knowledge of operational methodology to effectively deliver cross functional, consistent, repeatable and high performance process execution.
• Act as escalation point to address issues concerns about service delivery performance, personnel, etc.
• Engage with client to align on program objectives, business drivers, and desired outcomes.
• Translate the client’s business objectives, priorities, and challenges routinely with Service Delivery to keep alignment and progress solution.
• Proactively improve client and customer relationships, while working with client account and account.
• Responsible for workstream budgets and managing cost within company.
• Large scale people management.
• Measure and manage individual and team performance.
• Optimize performance in a contact center and back-office environment around cost, growth and innovation coaching management on key performance and handling any variances.
• Integrating innovation to continuously build superior customer service.
• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement.
• Analyze call drivers, the impact call types on staffing needs and opportunities for addressing drivers differently.
• Manage operational forecast variance to plan.
• Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps.
• Forecasting Capacity Planning.
• Analyze work volume patterns to determine trends.
• Create volume forecast and handle time forecast for interval, daily and weekly.

Role Requirements:

• Role is remote and requires private secure home internet.
• Travel is required to Albuquerque, NM at 20-60% (1 week a month); as per client requests.
• Project Operation Hours for this contact center are 8 hour shifts between 7:00 am-7:00pm MST.

Basic Qualifications:

• Minimum 5 years’ experience in operations.
• Minimum 5 years’ experience in people management.
• Minimum 2 years’ experience in contact center management.
• Minimum 1 years’ experience working in Medicaid.

Preferred Qualifications:

• Bachelor’s Degree.
• Experience managing workforce of 100.
• Medicaid experience.
• Cost Management, Operational Excellence, Client Relationship Management, SLA Management experience.
• Excellent analytical, communication, organization time management and problem solving skills.
• Demonstrated ability to forge meaningful relationships with key stakeholders.
• Demonstrated ability to lead successful change management efforts.