Associate Service Delivery Manager

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $82k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Calabrio, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

Enterprise • SaaS • Artificial Intelligence

Calabrio, Inc. is a provider of workforce engagement management (WEM) solutions, offering a fully integrated cloud-based suite known as Calabrio ONE. The company focuses on optimizing contact centers by combining tools for workforce management, quality management, call recording, analytics, and AI-driven insights to boost performance and customer engagement. Calabrio ONE is designed to empower agents through automated scheduling and forecasting while enhancing customer experiences with personalized coaching and performance insights. The platform is used across a variety of industries, helping to build brand trust and improve business intelligence with its AI-fueled analytics solutions.

📋 Description

• Partner with Managed Services resources to execute customer deliverables, support operational activities, monitor service performance, and help ensure account metrics are achieved • Manage tasks to ensure timely resolution and mitigate business or customer impacts • Drive Customer Success with Managed Services Programs and Verint Solutions through proactive engagement, operational execution, and continuous service optimization • Collaborate with the offshore Command Center, Customer Support, Professional Services, Cloud Operations, and Account Executive to address account needs • Coordinate service requests, track operational deliverables, and ensure adherence to agreed service commitments • Identify service improvement opportunities and drive initiatives to increase customer satisfaction • Work with customer stakeholders to prioritize operational improvements and service enhancements • Identify process improvement opportunities and make constructive suggestions for change • Attend regular operations meetings and drive initiatives • Contribute to service quality and process adherence while identifying improvement opportunities • Collaborate with Verint teams to onboard new customers and operationalize services • Use Jira boards to manage sprint activities, work intake, prioritization, and delivery tracking • Perform and coordinate platform controls, including health checks, service verification, provisioning reconciliation, and operational compliance reviews • Support administration and configuration of Verint Financial Compliance (Verba) solutions, including user provisioning, account management, reporting, workflow administration, archive and supervision capabilities, and user interface support • Build and maintain relationships with Customer Support, Product House, Sales, Professional Services, and other support functions • Interface with Product House, stay current on new products and technologies, and escalate issues according to process • Report critical accounts and issues to upper management with recommended next steps toward resolution

🎯 Requirements

• Bachelor’s degree in Engineering, Computer Science, Information Technology or equivalent work experience • Minimum of 3-5 years of experience with Enterprise Managed Services, Cloud Services or Product Support involving applications and/or telephony integrations and computer networking • Confident learning new technology platforms and a demonstrated ability to work collaboratively with cross-functional teams across different offices and regions • Ability to thrive in a fast-paced, dynamic work environment • Strong written and verbal communication skills • Ability to manage tasks according to set priorities, multi-task, and meet deadlines • Ability to work outside of local business hours and on weekends as shift assignment or account needs require • Ability to identify, troubleshoot, and assist in resolving technical issues in a timely manner • Successful completion of the background check process, including employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations • Knowledge of Verint Financial Compliance (Verba) preferred • Knowledge of distributed web applications and architecture, Database Administration, CRM packages, Voice Loggers, Call Center Quality-Assurance, Screen Capture products, VoIP switches, Cisco, I3, Avaya, TSAPI Call Path, CT-Connect, CloudACD, Amazon Connect, and Azure preferred • Customer service experience supporting large global Enterprise Customers preferred • Experience serving as a dedicated customer-facing resource supporting managed service operations and service delivery activities preferred • Experience coordinating operational activities across technical, support, and customer stakeholder teams preferred • Demonstrated ability to build trusted relationships with customer stakeholders while delivering against service commitments preferred

🏖️ Benefits

• Global team recognized for their passion and innovation • Innovative product culture and project exposure • Training and development from industry-leading experts • 401(k) with company matching • Medical, dental, and vision insurance • Disability and life insurance • Flexible PTO • Paid holidays and parental leave • Tuition reimbursement • Market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications • Comprehensive benefits for various life circumstances and needs • Opportunities for career development • Balanced work-life • Equal opportunity workplace • Reasonable accommodation in the application process for eligible applicants with disabilities