Service Delivery Manager

About the position

About Hugo Hugo is a next-generation BPO built for today’s work. With a global team of over 4,500 people, we specialize in high complexity, judgment led workflows where nuance matters and legacy playbooks break. Our teams deliver some of the world’s most demanding digital operations, including AI and model evaluation, multimodal trust and safety, crisis and escalation workflows, and advanced customer experience programs. We built our workforce to thrive in ambiguity. Our university trained teams operate with AI enabled workflows, strong analytical rigor, and a culture that rewards accuracy and ownership. Since 2017, we have scaled rapidly while maintaining exceptional retention and a reputation for world-class execution. We are enterprise-ready, but we deliver it differently. We maintain the full compliance, security standards, and operational rigor required to compete with the largest global BPOs, yet operate with the agility and intelligence of a modern, analytics-driven organization. Our teams think like consultants rather than traditional agents, pairing smart problem-solving with structured execution. This gives clients the reliability and sophistication expected from top-tier providers, while also bringing enterprise level capability to smaller companies that typically cannot access it. Our mission drives everything. Outsourcing generates massive global value, yet only a small fraction reaches African communities. Hugo is changing that by channeling opportunity into Africa, building meaningful careers, and showing that African talent can power the future of the digital economy. Role Summary The Service Delivery Manager is responsible for ensuring operational excellence and consistent service delivery across Hugo’s client programs. You will lead multi-channel operations (Voice, Chat, Email) across two South African sites—Cape Town and Johannesburg—driving SLA achievement, client satisfaction, and team performance. This role is ideal for an experienced operations leader who thrives in fast-paced contact center environments and is passionate about developing high-performing teams and building strong client relationships. Why Join Hugo? At Hugo, we’re redefining BPO by combining world-class operations, innovative technology, and a people-first culture. As a Service Delivery Manager, you will: Lead high-impact programs across two sites and shape the delivery experience for global clients Develop and coach Team Leads and frontline teams to achieve operational excellence Partner with clients to drive strategic outcomes, influence SLAs, and expand opportunities Thrive in a collaborative, growth-focused environment with professional development and career progression opportunities Key Responsibilities Operational Delivery & Excellence Own end-to-end service delivery for assigned programs, ensuring SLAs, KPIs, and client expectations are met Monitor real-time performance, address service gaps, and implement corrective actions proactively Drive operational efficiency and cost optimization while maintaining quality Team Leadership & Performance Management Lead, coach, and develop Team Leads overseeing agents across multiple channels and sites Ensure operational consistency, best practice sharing, and performance accountability Conduct performance reviews, calibrations, and implement improvement plans Partner with Quality Assurance to uphold service standards and enhance customer experience Support hiring, onboarding, talent development, and retention initiatives Client & Stakeholder Management Serve as the primary operational contact for assigned client accounts Lead WBRs and support MBRs with performance insights, trends, and action plans Translate operational data into actionable insights using dashboards and reporting Identify risks, escalate issues, and develop mitigation strategies Collaborate with Program/Account Director on contract renewals, expansions, and client growth Workforce Planning & Capacity Management Partner with Workforce Management to forecast, plan capacity, and allocate resources Support headcount and scheduling analysis to balance service levels and labor costs Coordinate with Recruitment and Training to maintain pipeline and bench strength Required Qualifications Education & Experience 7 years in BPO/contact center operations, with 3+ years managing Team Leads or supervisors Experience managing multi-channel operations (Voice, Chat, Email) in high-volume, client-facing programs Track record supporting global clients and complex stakeholder environments Bachelor’s degree in Business, Operations Management, Industrial Engineering, OR equivalent knowledge gained through training and experience Technical & Functional Skills Deep knowledge of KPIs: SLA, AHT, FCR, CSAT/NPS, QA scores, adherence, occupancy, shrinkage Workforce Management expertise: forecasting, scheduling, real-time management Proficient in Excel/Google Sheets, Power BI/Tableau, and CRM/contact center tools (Salesforce, Zendesk, Genesys, etc.) Leadership & Interpersonal Skills Exceptional communication, presentation, and executive presence Strong analytical, problem-solving, and data-driven decision-making abilities Proven ability to lead, coach, and develop high-performing teams High emotional intelligence with change management and conflict resolution skills Client-focused with strong commercial awareness Key Performance Indicators (KPIs) Service Levels: Consistent attainment of SLAs Quality: Maintain QA scores at or above client thresholds Client Satisfaction: High CSAT/NPS scores and positive feedback Operational Efficiency: Meet productivity, AHT, and cost-per-contact targets Team Performance: Engagement, retention, and professional development of Team Leads and agents Client Retention: Support contract renewals and expansion opportunities Compensation Hugo offers a competitive compensation package aligned with the scope, impact, and seniority of this role.

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