About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as agile innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Department Overview

McDonald’s has an exciting opportunity for a Manager, Delivery (Contact Center Delivery Specialist) role based in our India Global Business Services Office. You will be responsible for partnering with the Scaled Services Contact Center to resolve employee query issues, monitor performance, ensure high-quality services, and analyze feedback to improve customer satisfaction.

Duties

In addition to following McDonald’s policies and procedures, principal accountabilities include, but are not limited to:

Collaboration and Partnership:




• Partner with Scaled Services Contact Center to maintain understanding of issues and direct paths to resolution, analyzing symptoms, call and query logs, and data to resolve issues
• Serve as a liaison between the Scaled Services Contact Center and other department, addressing cross-functional dependencies

Performance Monitoring and Quality Control:
• Monitor the performance management for Scaled Services Contact Center employees and participate in Contact Center quality control sessions
• Audit the quality of the Scaled Services Contact Center to ensure a high standard of service delivery

Service Excellence and Feedback Management:
• Ensure that Self and Concierge services provided to employees meet the agreed upon SLAs and McDonald's standards, ensuring that employees receive exceptional
customer service and their queries are effectively addressed and resolved
• Analyze and understand feedback from Sca

📌 Manager, Service Delivery (India)
🏢 McDonalds
📍 India