Service Delivery Manager (Expert)

Position Description:

Job Responsibilities

• Oversee day to day inbound/outbound voice performance.

• Ensure achievement of Service Level, AHT, FCR, CSAT, and Quality targets.

• Drive call handling efficiency while maintaining compliance and customer experience standards.

• Monitor call volume trends and coordinate with Workforce Management for staffing alignment.

• Ensure call monitoring and coaching cadence is effective and consistent.

• Manage account financial performance including cost per call and utilization.

• Oversee headcount planning aligned with forecasted call volumes.

• Monitor overtime, shrinkage, and productivity metrics.

• Support billing validation and cost optimization initiatives

Skills

• Strong understanding of voice contact center metrics (Service Level, AHT, FCR, CSAT, Abandonment Rate)

• Workforce planning collaboration and capacity management

• Real time performance monitoring and trend analysis

• Root cause analysis and performance recovery planning

• Familiarity with retail banking products and customer servicing processes

• Strong awareness of regulatory and compliance requirements

• Risk mitigation and escalation management

• Audit readiness and quality governance oversight

• Familiarity with BIDS

Other Expectations

• Amenable to working 100% onsite in either Mckinley Hill, Taguig or Pasig City.

• Executive level communication and presentation skills

• Business review facilitation (WBR/MBR/QBR)

• Relationship management and expectation setting

• Conflict resolution and high level escalation handling

• Data driven decision making

• Advanced reporting and dashboard interpretation

• Proficiency in contact center systems (ACD, CRM, call monitoring tools)

• Strong Microsoft Excel and presentation skills

Skills:

• Account Management

• Analytical Thinking

• Coaching Mindset

• Customer Service & Support

• Decision making

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.