Checklist for a Service Delivery Manager in the BPO Industry for daily tasks

Review the previous day's performance metrics and identify areas of improvement

Check for any escalations or critical issues from clients or team members

Conduct a quick team huddle to discuss priorities and address any concerns

Monitor the service queue and ensure timely resolution of customer inquiries or complaints

Ensure that all team members are following standard operating procedures and adhering to service level agreements

Conduct regular performance evaluations and provide feedback to team members

Identify training needs and coordinate with the training team to address them

Foster a positive and motivating work environment for the team

Communicate with clients to understand their expectations and address any concerns or issues

Provide regular updates to clients on the status of ongoing projects or service requests

Conduct periodic client meetings to discuss performance, improvements, and future plans

Ensure that client feedback is captured and acted upon to enhance service quality

Analyze operational data and identify bottlenecks or areas for process improvement

Collaborate with cross-functional teams to implement process enhancements

Monitor the effectiveness of implemented changes and make necessary adjustments

Regularly review and update standard operating procedures to ensure accuracy and efficiency

Conduct quality checks on customer interactions to ensure compliance with quality standards

Address any quality issues or deviations identified and provide coaching to team members

Monitor and review customer satisfaction ratings and take necessary actions for improvement

Continuously evaluate and enhance quality monitoring processes

Generate and analyze reports on team performance, customer satisfaction, and operational metrics

Maintain accurate records of client interactions, escalations, and resolutions

Prepare and present performance reports to stakeholders and management

Ensure documentation is up to date and accessible for reference

Review the day's achievements and challenges, and plan for the next day

Complete any pending administrative tasks, such as approvals or documentation

Ensure that all client inquiries or issues have been resolved or escalated as necessary

Conduct a brief team meeting to summarize the day and provide any important updates or reminders.