Related skills
workforce management data analytics stakeholder management itil kpis📋 Description
- Own end-to-end service delivery across queues/regions; meet SLAs and KPIs.
- Monitor service metrics; identify trends, risks, opportunities; take actions.
- Support capacity, demand, and performance discussions with a data-driven approach.
- Act as senior escalation point for customer care; ensure timely resolution.
- Partner with Ops, WFM, and cross-functional teams to resolve issues.
- Core competencies: service ownership; data-driven decisions; continuous improvement.
🎯 Requirements
- College degree; 5+ years in Service Delivery/Operations/WFM/Customer Support.
- Strong understanding of KPIs, SLAs, and operational performance.
- Proven ability to translate data insights into actions.
- Strong stakeholder management, communication, facilitation.
- Experience supporting global or regional service operations.
- Familiarity with Workforce Management; ITIL cert a plus.
🎁 Benefits
- Market competitive salary.
- Great career growth and development opportunities in a global org.
- Hybrid schedule with 2 days in office per week.
- Generous insurance (health, disability, life).
- Paid holidays, time-off, and leave policies for life events.
- Paid volunteering opportunities (5 days per year).
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