Service Delivery Manager

Full time, Direct Hire, Immediate Need to Fill

Key responsibilities include:

• Coordinate workflow within the team, including prioritizing jobs and delegating duties to associates.
• Administrative - Performs administrative tasks, provides volumes/billing inputs to one-up Manager, and other assigned duties in a timely manner. Ensures adherence to company policies and guidelines, safety & security procedures.
• Quality/Workflow compliance - demonstrate commitment and enthusiasm and utilization of quality tools to drive SLA attainment and exceed client expectations. Ensure service levels are clearly communicated, understood, and performed by on-site staff.
• Coaching & counseling - create a positive atmosphere of professionalism and support. Provide honest and timely verbal and written feedback to employees; address performance issues with directness and sensitivity with guidance from manager and human resources.
• Personnel Management - Performs all functions in HR Access to include time and payroll authorization, training approval and vacation approval. Duties also include hiring and termination authorization, annual reviews and merit increase actions, with approval from HR and/or one-up manager.
• Utilizes technology to perform tasks efficiently and demonstrates the ability to communicate effectively both orally and written.
• Position may require Site Supervisor to perform site activities due to unanticipated volume increases, staffing coverage issues and/or special project needs requested by clients.
• Understands basic information on core Novitex service/solutions offerings to work effectively with Manager - Client Services in generating leads for site growth and competitive take-aways.

Required Qualifications:

• Proven leadership experience required
• Minimum of 2 years supervisory experience
• Minimum of 3 years customer service experience
• Effective customer relationship building skills, and uses creative solutions to exceed customer expectations
• Demonstrates good judgment under pressure, and works well in a multi-tasking
• Effective written and verbal communication skills; proven analytical skills
• Solid, basic mathematical skills required Excellent planning, prioritization and organizational skills
• Proven experience in high volume/fast paced environment
• Computer proficiency in email environments, MS Word/Excel or similar programs
• High School Diploma required Relevant industry specific certificates a plus (MQC, CMDSM, etc.)
• Lifting up to a maximum of 55lbs. or the maximum allowed by current State law with or without accommodations
• Ability to stand, sit and/or walk for long periods of time with or without accommodations
• Must have a valid driver's license and a good driving record Preferred Qualifications:
• Undergraduate degree preferred

"The pay range for this position starts at $40,000.00 annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered."

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Supervisory: 2 years (Preferred)
• Customer service: 3 years (Preferred)

Work Location: In person