. You'll be responsible for team development, SLA compliance, quality standards, and capacity planning across all operational... resolution. SLA & Quality Management: Monitor SLA compliance and maintain high-quality standards across the team's output...
rates, SLA, average handle time, etc.) to maximize efficiency. Work with stakeholders to design call flows, IVR menus...
. Foster the improvement of process KPIs and ensure SLA compliance. Define the team strategy and workload distribution of the...
, and marketplaces. Oversee receipt management and ensure completion within SLA timelines. Handle item management processes...
. Operating within a service-level agreement (SLA) model, this role ensures no balls are dropped and that communications... in the production and formatting of weekly global internal newsletters. Project Management & SLA Delivery Operate...
configurations, user access, and internal procedures while resolving incidents within SLA standards. Manage IT inventory, update...
configurations, user access, and internal procedures while resolving incidents within SLA standards. Manage IT inventory, update...
against SLAs, and reviews results with key contacts. Ensures the local SLA is kept up to date to meet changing requirements...
, aligning metrics with KPIs, and enhancing SLA response rates. Strong problem-solving and communication skills are essential...
. Expertise in: Desktop, technical, and help desk support. Incident management and SLA/service management. Customer service...