Service level agreements must be met, and a director of service delivery is in charge of doing so. He or she is in charge of ensuring that quality and performance standards are met. A director of service delivery’s other responsibilities include retaining employees, analyzing reports and metrics, monitoring complaints, making recommendations for improvements, and acting as a liaison between clients and internal departments.
One of the primary responsibilities of a director of service delivery is to manage a team of employees from an operational standpoint. In a customer contact center, the director may be the client’s or account’s highest internal point of contact. In this scenario, the director of service delivery meets with the client on a regular basis to determine what service level and performance goals his team is responsible for achieving. He will also provide regular updates to the client on actual versus desired performance and the steps being taken to improve results.
The director of service delivery is responsible for leading a team of supervisors and instilling a sense of motivation in them, in addition to interacting directly with clients. He is in charge of communicating the performance standards and desired service objectives to the supervisory team, who then relay these messages to front-line employees. The service delivery manager will occasionally communicate directly with the entire department to share new program initiatives and direction changes.
A director of service delivery must keep track of actual performance on a regular basis. It is required to generate and analyze reports on attendance, service quality, and other metrics. The service manager will be unable to design approaches to correct deficiencies or troubling trends if he is unaware of actual performance. The strengths of front-line teams can also be identified through report analysis, which can be investigated further to determine future best practices.
The service director will generate reports for the client in addition to analyzing reports for internal use. The information in these reports will be communicated to the client on a regular basis. Improvement recommendations may come directly from the client or from the director.
Choosing how to use the company’s resources is one of the director of service delivery’s responsibilities. For example, if a client requests that a certain percentage of calls be answered at all times, the service manager must determine the appropriate staffing levels. He or she might come up with numbers to determine the amount of initial and replacement hiring. Based on projected and actual call volumes, the director of service delivery will determine how many agents are required to cover the phone lines at various times of the day.