Delivery Lead Manager-voice

Halfspace ApS

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Voice customer service operations management
Contact center sla and kpi adherence
Workforce planning and capacity management
** Halfspace ApS is seeking a Delivery Lead Manager with extensive experience in managing contact center operations, particularly in voice services. The ideal candidate will have a strong leadership background, excellent stakeholder management skills, and a deep understanding of operational analytics and workforce management. **

Job Summary

  • Lead and manage operations across all supported channels while ensuring strict adherence to contractual SLAs and compliance requirements.
  • Drive business continuity planning, disaster recovery preparedness, and automation initiatives including RPA and AI enablement.
  • Own end-to-end service delivery accountability including volume forecasting, capacity planning, and financial performance management.

Matching Summary

Match Score: 75

** Halfspace ApS is seeking a Delivery Lead Manager with extensive experience in managing contact center operations, particularly in voice services. The ideal candidate will have a strong leadership background, excellent stakeholder management skills, and a deep understanding of operational analytics and workforce management. **

Skills & Requirements

Must-have

  • Voice customer service operations management
  • Contact center SLA and KPI adherence
  • Workforce planning and capacity management
  • Team leadership for multi-site delivery
  • Lean Six Sigma process improvement
  • Client escalation and root cause analysis

Nice-to-have

  • HR domain or shared services experience
  • RPA and AI enablement exposure
  • Global delivery environment background
  • Strategic roadmap planning skills
  • Transformation pipeline ownership

Key Requirements

  • 13 to 18 years of experience
  • Bachelor's degree or higher preferred
  • 8–12 years in Contact Center Operations
  • 5+ years in HR leadership role
  • Any Graduation qualification

Work Rights

Not specified

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