Job Title: Client Service Delivery Lead
Location: San Antonio, TX (Onsite)
Duration:9 Months with Possible Extension
Pay Range: $30/HR - $33.59/HR
Job Description
We are seeking a Client Service Delivery Lead to join our team. The ideal candidate will have strong experience in team leadership, customer service operations, and performance management and a proven ability to drive service level achievement, resolve escalations, and improve team KPIs.
Responsibilities:
- Lead a team of agents to deliver high-quality customer service and proactive issue resolution.
- Run daily huddles, communicate management vision and key messages, review metrics, set targets, and clarify responsibilities.
- Own client satisfaction within scope against the service level agreement and ensure KPI attainment.
- Provide guidance, handle escalations, support agents, and manage performance with timely feedback and coaching.
- Deep dive on target gaps, perform root cause analysis, and implement action plans to improve results.
- Monitor progress throughout the day, track status, and flag risks promptly.
- Align the team, customer, and internal stakeholders to drive consistent performance outcomes.
- Report on daily KPIs and be accountable for team performance.
Required Skills & Qualifications:
- Minimum 1 year of team management experience.
- Proficiency in customer service operations, escalation handling, and KPI management.
- Analytical problem-solving skills with ability to conduct root cause analysis.
- Effective communication skills and ability to coach and develop agents.
Preferred Skills:
- Concierge or high-touch customer service experience.
- Experience in social media customer support environments.
- Ability to work independently while collaborating within a team.
BCforward is a leading workforce solutions company connecting skilled professionals with top employers nationwide. We are committed to empowering careers through meaningful opportunities, professional growth, and exceptional support throughout the employment journey.
