Job Profile Service Delivery Ops Senior Analyst

JOB DESCRIPTION:

• Communicate with client customers via voice to help resolve the issues being faced.
• Access the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.
• Initiate required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
• Adapts effectively to changing plans and priorities.
• Is able to follow a collaborative approach with people at different levels or working style.
• Demonstrates ownership for goals. Drives himself and others to achieve desired results.
• Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement.
• Manage team expectations and project SLAs.
• Monitor knowledge sharing and retention within the team.
• Coordinate with supervisor and manager to provide day to day insights.
• Share with supervisor and manager performance trends of the team and agree on next steps.
• Handling customer escalations or providing resolutions which require higher level of authorization.