SLA and Capacity Management:

• Maintain overall service delivery by consistently assessing performance metrics and implementing necessary adjustments.
• Engage in real-time queue monitoring and skill management to ensure optimal service levels.
• Identify needs for cross-training to balance workload across the team effectively.
• Implement efficient staff and leave planning practices to enhance team availability and service capacity.
• Manage schedule adjustments to improve team occupancy and utilization effectively.
• Possess a deep understanding of the resource utilization billing model to ensure accurate reporting and accountability.
• Collaborate with quality assurance (QA) teams on process improvements that drive better customer satisfaction (CSAT) and SLA results.

Behavioral Skills and Attributes:

• Demonstrate the ability to collaborate effectively with team members while also excelling in independent tasks.
• Exhibit strong organizational skills with the capacity to interact with multiple groups fluidly.
• Showcase excellent delivery and execution capabilities, effectively resolving conflicts and dependencies.
• Maintain accountability and ownership of assigned tasks, demonstrating reliability and trustworthiness.
• Foster an inclusive team environment that promotes open communication, creative thinking, and teamwork.

Stakeholder Management:

• Conduct timely and proactive communication with clients and stakeholders, focusing on effective problem-solving and issue resolution.
• Facilitate meetings with various teams, including client representatives, other managers, and partner functions to ensure cohesive collaboration.
• Share insights from process reviews and trends with relevant stakeholders, ensuring everyone is aligned on goals and expectations.
• Act as a change agent, driving continuous improvements within the business unit and across the broader organization.