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Service Level Expert

1 week ago

Manila, National Capital Region, Philippines myGwork - LGBTQ+ Business Community Full time
Key Responsibilities
  • Monitor and manage contact queues to ensure adherence to agreed-upon service level agreements (SLAs) across all channels (Chat/Email/Voice/Social).
  • Familiarize yourself with the operational plan created by real-time and planning teams, collaborating with operations to guarantee smooth execution.
  • Utilize Traffic Operational Management (ToM) principles to handle fluctuations in traffic efficiently, leveraging cross-skilled agents and multiple locations.
  • Employ all available tools to meet service levels, including resource movement, prioritization of specific channels, and adjusting chat concurrency settings.

You'll also be responsible for organizing agent groups to follow required priorities, escalating non-compliance to the plan or unwanted behaviors. Maintaining relevant within-shift logs covering feedback on operational plan success, absence tracking, and observations for improvement is crucial.