Manager - Service Delivery

@ Goosehead Insurance Agency LLC
Goosehead Insurance Agency LLCgooseheadinsuranceagencyllc.com

Manager - Service Delivery

Posted 2 weeks ago

About the job

The company specializes in customer service solutions and automation. This role focuses on leading service delivery teams, coaching staff, and meeting key performance metrics in a dynamic environment.

Requirements

  • Experience in team leadership
  • Knowledge of KPIs (SLA, NPS, FCR, CSAT)
  • Coaching and development skills
  • Strong communication skills

Qualifications

  • Leadership experience
  • Ability to coach and develop teams
  • Strong organizational skills
  • Resilience and adaptability

Full 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.

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