Service Delivery Manager (DPO)
United States
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Job Description
Service Delivery Manager (DPO)
Others, Florida

Job Summary

  • Bachelor’s degree in business administration, Operations Management, Statistics, Mathematics, Economics, Engineering, or related field. 
  • Any Graduate with relevant WFM management experience. 
  • Certifications in Workforce Management, Six Sigma, Data Analytics, NICE, Verint, Genesys, or related tools are preferred. 

Key Responsibilities

Strategic Workforce Planning  Develop and execute short-term and long-term workforce strategies aligned with business objectives and client requirements.  Lead forecasting, capacity planning, hiring projections, and budget planning across supported programs.  Analyze historical trends, business drivers, seasonal impacts, and future demand patterns to optimize staffing models.  Provide executive recommendations on resource allocation, staffing risks, expansion plans, and cost optimization initiatives.  Drive workforce efficiency improvements while maintaining service level commitments and customer experience standards.  Client & Stakeholder Management  Serve as the primary point of contact for clients regarding workforce planning, operational performance, and staffing strategies.  Lead client governance calls, business reviews, and planning discussions.  Present workforce insights, forecasts, productivity metrics, risks, and mitigation plans to senior client stakeholders.  Build strong relationships with internal and external stakeholders to ensure alignment on operational objectives.  Influence strategic decisions through data-driven recommendations and business insights.  Partner with Operations, Finance, HR, Recruitment, Training, and Quality teams to support business goals.  Executive Decision Making  Take ownership of workforce-related business decisions impacting service delivery and operational performance.  Evaluate business risks and determine appropriate staffing actions during demand fluctuations.  Lead workforce contingency planning and crisis management activities.  Provide executive leadership with actionable insights to support strategic planning and operational governance.  Drive resolution of escalations impacting resource utilization, service levels, or client commitments.  Forecasting & Capacity Management  Own forecasting accuracy, capacity planning, and staffing optimization for multiple lines of business.  Establish workforce models to support growth, attrition management, and operational scalability.  Conduct scenario planning and predictive analysis to improve business readiness.  Recommend hiring plans and staffing strategies based on future business requirements.  Identify workforce risks and implement mitigation plans proactively.  Scheduling & Real-Time Management  Oversee schedule generation and optimization to balance operational requirements and employee experience.  Ensure effective intraday management and real-time monitoring of business performance.  Guide team decisions regarding schedule adjustments, overtime requirements, shrinkage management, and staffing redistribution.  Ensure SLA, occupancy, utilization, and service level targets are consistently achieved.  Reporting, Analytics & Governance  Develop executive dashboards, operational scorecards, and workforce performance reports.  Present business insights and performance trends to senior leadership and clients.  Conduct root cause analysis for performance deviations and recommend corrective actions.  Drive continuous improvement initiatives through analytics and operational insights.  Ensure compliance with organizational reporting and governance standards.  People Leadership & Team Management  Lead, coach, and develop a team of Workforce Analysts, RTA Analysts, Scheduling Analysts, and WFM Leads.  This role is positioned above the WFM Lead level, aligned with a Senior WFM Manager / Lead responsible for client interactions, executive decision-making, and direct people management.  Establish performance objectives, development plans, and succession strategies for team members.  Conduct regular performance reviews and provide ongoing coaching and mentorship.  Foster a culture of accountability, collaboration, innovation, and continuous improvement.  Manage team workload, resource allocation, and talent development initiatives.  Process Improvement & Innovation  Identify opportunities for automation and optimization within wo

Skill Requirements

Essential Criteria 

  • Minimum 6–8+ years of Workforce Management experience in Contact Center / BPO operations. 
  • Minimum 2–3+ years in a leadership role managing WFM teams. 
  • Strong experience in client-facing workforce management functions. 
  • Demonstrated experience presenting workforce strategies and operational performance to senior stakeholders and clients. 
  • Experience leading forecasting, planning, scheduling, and capacity management across multiple programs. 
  • Proven track record of driving operational improvements and workforce efficiency initiatives. 

Technical Requirements 

  • Expertise in WFM platforms such as NICE, Verint, Genesys, IEX, Calabrio, or Aspect. 
  • Advanced proficiency in Microsoft Excel — Pivot Tables, Power Query, Advanced Formulas, Dashboards. 
  • Experience with Power BI, Tableau, SQL, or other analytics tools preferred. 

Strong understanding of contact center KPIs including: 

  • Service Level & SLA Attainment 
  • Average Handle Time (AHT) 
  • Occupancy & Utilization 
  • Shrinkage Management 
  • Forecast Accuracy 
  • Schedule Adherence 
  • Attrition & Productivity Metrics 

 

Other Requirements
Maximum Salary (US):  85000
Minimum Salary (US):  75000
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.