Contact Center Service Delivery Manager

Key Responsibilities

1. Sales & Service Delivery Excellence

• Oversee daily telesales operations across assigned regions to ensure delivery against business KPIs.
• Ensure consistent execution of telesales touchpoint deployment, WOW experience standards, and sales fundamentals.
• Design and optimize interaction models, call flows, and communication channels to maximize productivity and conversion.
• Act as the escalation point for complex customer or distributor issues, ensuring timely and effective resolution.

2. Team Leadership & Capability Building

• Lead, coach, and develop Supervisors and Telesales Agents to consistently achieve sales and service targets.
• Build a strong performance culture through clear expectations, regular feedback, and structured coaching.
• Identify skill gaps and deliver targeted training programs to uplift sales capability, product knowledge, and service mindset.
• Ensure proper workforce planning, scheduling, and adherence to operational standards.

3. Stakeholder & Partnership Management (Key Focus)

• Act as the primary contact center representative for both internal and external stakeholders, including third-party telesales agencies.
• Ensure strong governance and alignment between internal teams and external partners to deliver shared business outcomes.
• Work closely with RTC Deployment, Trade Marketing, B2B Loyalty, CBC, D&A, and D&T teams to ensure alignment between strategy, systems, and execution.
• Partner with Regional Sales teams and Distributors to ensure seamless collaboration between field sales and telesales.
• Proactively communicate risks, dependencies, and progress to stakeholders, ensuring transparency and trust.
• Align telesales initiatives with broader commercial and digital transformation projects.

4. Budget & Cost Management (Key Focus)

• Own end-to-end budget tracking for both internal telesales operations and external agency engagements, ensuring transparency and financial discipline.
• Partner with CBC and Finance teams to manage monthly budget tracking, MOA validation, and payment processes.
• Monitor costs, productivity, and ROI to ensure efficient use of resources.
• Support budget planning for telesales deployment, scaling, and optimization.
• Identify cost-saving and efficiency opportunities without compromising service quality or sales outcomes.
• Ensure financial discipline in staffing, incentives, tools, and operational expenses.

6. Governance, Compliance & Continuous Improvement

• Ensure all operations comply with company policies, procedures, and industry regulations.
• Apply ITIL and service management principles to evaluate and improve operational processes.
• Stay updated on organizational changes, new initiatives, and market developments.
• Lead or support special projects and track progress against company objectives.

Qualifications & Skills

• Bachelor’s degree required.
• Minimum 3–5 years of operations experience, with at least 2 years in a supervisory or people management role.
• Strong understanding of the beer market, B2B sales, and distributor-based commercial models.
• Proven experience in stakeholder management across multiple functions.
• Solid budget planning and cost control capabilities.
• Strong decision-making skills, particularly in scheduling, prioritization, and resource allocation.
• Excellent verbal and written communication skills.
• Hands-on leadership style with the ability to motivate and drive accountability.
• Strong analytical mindset with attention to detail.
• Project management capability with a track record of delivering results.
• Customer-centric mindset with a bias toward practical solutions.