Service Level Manager

7 days ago


Davao City, Davao, Philippines Sutherland Global Full time
Role Overview

We are seeking an experienced Customer Service professional to join our team as a Sr. Associate - RTA. In this role, you will be responsible for providing exceptional customer service while ensuring that service level performance meets contractual requirements.

Key Responsibilities

The successful candidate will:

  • Monitor queues in real-time to identify and address any risks to meeting contractual KPIs
  • Provide real-time feedback to floor supervisors on performance and staffing level
  • Coordinate offline activities and prepare EOD performance analysis reports
Requirements

To be considered for this role, candidates should possess:

  • At least one year work experience in a Call Center environment
  • Basic knowledge of Microsoft Excel
  • Basic understanding of call center KPIs: AHT, Service Level
  • Good verbal and written communication skills
What We Offer

We offer a competitive compensation package, including benefits such as flexible scheduling and opportunities for career growth and development.



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