Actively monitor Service Level Agreements (SLAs) and ensure operational targets are met or exceeded
Job Summary
Actively monitor Service Level Agreements (SLAs) and ensure operational targets are met or exceeded.
Handle customer escalations across online and offline channels, including direct phone interactions when required, ensuring timely and effective resolution aligned with business goals and customer satisfaction.
Conduct root cause analysis and lead to continuous improvement initiatives using methodologies such as Lean or Six Sigma.
Matching Summary
Actively monitor Service Level Agreements (SLAs) and ensure operational targets are met or exceeded.
Skills & Requirements
Must-have
Service Level Agreements (SLAs)
operational targets
real-time floor support
data-driven decision-making
key performance indicators (KPIs)
Subject Matter Expert (SME)
customer escalations
operational tools and systems
technical issues
process improvement
continuous improvement initiatives
resource utilization
Nice-to-have
early stages of leadership journey
future people manager position
positive and collaborative work environment
digital transformation
cross-functional collaboration
employee experience
Lean or Six Sigma methodologies
customer service orientation
Key Requirements
Bachelor's degree or currently pursuing
Previous experience in escalations handling
Strong operational knowledge
Certifications or demonstrated knowledge in process improvement methodologies
Fluency in English (Level B2+ minimum, C1 ideal)
Proficiency in MS Office, especially Excel and Power BI
Strong analytical abilities, critical thinking
Ability to thrive in a highly structured, deadline-driven environment
Self-motivated and results-driven
Confidence in making instinctual and logical decisions