Manager, Service Delivery

As the Manager, Service Delivery at Broadvoice, you will oversee the daily operations at our Bogotá site, ensuring efficiency and effectiveness in all activities. You'll lead a team, implement operational policies, monitor KPI performance, collaborate with cross-functional teams, and maintain health and safety protocols. Your role will be instrumental in driving continuous improvement across our service delivery processes.

To be eligible for the Manager, Service Delivery position at Broadvoice, you should hold a Bachelor’s degree in business administration, operations management, or a related field. We seek candidates with proven leadership experience, ideally in a call center or professional services environment. Strong communication skills, problem-solving abilities, and experience with UCaaS or CCaaS tools are essential.

Success in the Manager, Service Delivery role at Broadvoice means effectively overseeing operations, achieving high employee engagement, and meeting or exceeding key performance metrics. You'll need to foster teamwork and create a culture of safety and compliance while finding innovative solutions that enhance operational processes and customer satisfaction.

Broadvoice is dedicated to supporting your career path, especially for roles like the Manager, Service Delivery. You will have access to learning resources, mentorship opportunities, and a clear growth path that allows you to advance technical skills and leadership capabilities.

The work environment for the Manager, Service Delivery at Broadvoice is remote-first, emphasizing work-life balance and harmony. We value diversity, inclusion, and a sense of belonging, creating a supportive atmosphere where your efforts make a meaningful impact on the overall success of the team.

In your response, highlight your past roles in call centers, focusing on specific duties such as team management, operational efficiency, and any process improvements you implemented. Discuss how these experiences have prepared you for the Manager, Service Delivery position at Broadvoice.

Share a specific situation where you handled conflict or a performance issue. Describe the steps you took to address the challenge, emphasizing your communication skills and problem-solving abilities, which are crucial for the Manager, Service Delivery role at Broadvoice.

Discuss the various KPIs you focus on, such as productivity rates and customer satisfaction scores. Explain your approach to setting performance goals and providing feedback, showcasing how this ties into achieving broader objectives at Broadvoice.

Outline methodologies you've employed in the past, such as Lean or Six Sigma practices. Provide examples of successful initiatives you've led to enhance operational efficiency, emphasizing how those experiences will benefit Broadvoice.

Illustrate your organizational skills and provide a framework or tools you use to prioritize tasks. Mention your experience in balancing competing deadlines and how you ensure that your team remains focused on critical objectives, particularly relevant for the Manager, Service Delivery role.

Share your approach to leadership, detailing how you build trust, encourage collaboration, and promote employee engagement. Discuss specific initiatives you've implemented in previous roles to create a supportive workplace culture.

Discuss the importance of operational policies and the steps you take to ensure adherence across the team. Share any examples of how you’ve successfully implemented policies in the past, aligning with Broadvoice's standards and regulations.

Elaborate on the tools and techniques you use to review operational data effectively. Describe specific instances where data analysis led to actionable improvements in service delivery or project management, which is crucial for your role at Broadvoice.

Reflect on your leadership style, whether it be transformational, transactional, or servant leadership. Discuss how this style promotes team cohesion and enhances performance, which is essential for the Manager, Service Delivery role.

This is your chance to align your career goals with Broadvoice's mission and values. Talk about your enthusiasm for the role, the company culture, and how you see yourself contributing to the team’s success and overall service excellence.