7 Sla Tracking Jobs

Responsibilities Oversee the day-to-day operations of the Incident Management Team Act as a senior agent who will drive customer satisfaction through customer support Act as a mentor and provide oversight, coaching, and training to IM staff Be the point of contact when it comes to technical escalations Record and track team SLAs and workflows Provide support where needed for both internal and external customers. Clearly communicate escalated issues to Tier 3 and product managers as needed On-board all new IM team members Assist in the creation of the team KPIs as well as monitor and report on results Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner Work to create any relevant support material for the team Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents Implement any necessary preventive measures to reduce customer faults and issues BS degree in Information Technology, Computer Science or equivalent Proven working experience in enterprise technical support, Product support. Proven people management and leadership skills Excellent communicator, both oral and written Strong problem solving and communication skills Strong analytical skills to investigate and resolve customer support tickets Able to multi-task efficiently under time pressure Previous experience in managing customer focused teams ,Proven experience in managing a service and support focused team culture

Job Description Handle customer queries related to Google subscriptions via voice support Assist users with billing, renewals, cancellations, and account support Troubleshoot technical or payment-related issues with a customer-first approach Maintain high levels of accuracy, empathy, and professionalism during every interaction Follow standard operating procedures and ensure compliance with Google support policies Meet defined SLA, quality, and productivity benchmarks Eligibility Criteria Freshers or candidates with prior voice process experience Excellent spoken and written English communication skills Open to work in rotational shifts (including night shifts) Must clear: HR Round, Versant Test & Operations Round

Key Responsibilities Must have at least 3 months of collections experience; DRA certification preferred Perform data analysis and scrutinize client details to meet quality standards Identify process improvements based on study and QA feedback Use tools such as Pareto charts and run charts for performance analysis Achieve process SLAs and generate MIS reports Deliver presentations and share feedback to support continuous process improvement Maintain MIS and highlight areas of operational improvement Ensure compliance with Gage R&R specifications Open to working in rotational shifts Monitor team MIS to track productivity and skill enhancement Ensure maximum QA scores and achievement of targeted SLAs Knowledge & Skills Excellent oral and written communication Strong client orientation and dispute handling skills Fast learner with strong analytical capabilities Good understanding of web applications and internet tools Perform fact-finding analysis to detect issues and offer solutions Communicate goals clearly to the team and foster collaboration

Should have 3 months relevant inbound / customer service experience Involves Data Analysis careful scrutinizing of the details provided by the clients. Meet the Quality Standards and norms and recommend ways to improve the process based on the study conducted. Role also involves detailed data analysis. Knowledge of different QA Tools like Pareto, Run Charts, etc. will be an added advantage. Achieve process SLAs and MIS Report generation. The Candidate will also be responsible for share feedbacks through presentations in view of continuous process improvement. Maintain MISs and report scope of improvement. Achieve minimum Gage RR Specs. Candidate should be open for Rotational Shift. Ensure process improvement and adherence to maximum QA Scores. Ensure that targeted SLAs are achieved Manage team MISs to monitor and scale up skills and productivity. Excellent oral and written communication skills. Excellent client orientation Excellent dispute handling skills Fast learner Excellent Knowledge of MS Excel Excellent analytical Good knowledge of the web applications and their functioning (Internet Search Engines)

Key Responsibilities Team Management & Leadership Supervise, mentor, and manage a team of agents to consistently meet or exceed operational targets. Provide regular coaching, feedback, and support to drive performance and ensure service quality. Foster a positive, engaging work environment that promotes employee development and team cohesion. Resolve escalated issues effectively while maintaining high standards of customer service. Operational Excellence Monitor daily operations to ensure compliance with SLAs, KPIs, and client requirements. Identify gaps in workflows and implement process improvement strategies. Drive performance metrics related to quality, efficiency, and customer satisfaction. Collaborate with HR, Training, and Quality teams to align operations and enhance outcomes. Reporting & Performance Tracking Analyze key performance indicators and trends to inform decision-making and corrective actions. Develop and present performance reports to senior leadership, highlighting successes and areas for improvement. Offer data-driven insights and recommendations for ongoing process enhancements. Client Interaction & Relationship Management Build and maintain strong relationships with clients and stakeholders to ensure satisfaction. Attend client review meetings to discuss operational performance, share updates, and explore service improvement opportunities. Act as a point of contact for client concerns, ensuring timely and effective resolution.

Manage PMO team to enable smooth delivery of the client engagements Coordinate regular cross-office team meetings between offshore and onshore team Plan for PMO team members individual goals and guide them in their learning Facilitate induction of new team members into the team by coordinating kick-off meetings and gettingappropriate systemaccesses Coordinate and support administrative requirements for team events. PMO activities: Own PMO processes and tools (e. g, project charter, ticket management system, issue management, communication and reporting, knowledge management, etc) Ensures quality of deliverables sent out by the PMO team Managesutilizationof the team members by ensuring regular task tracking Coordinate with team members to track the adherence on project processes and ensure 100% compliance on all the program SLAs Facilitate regular updating of project performance summaries (eg, financials,utilization, SLA metrics) Oversee Program Risk Management process to ensuretimelyandaccuratereporting of risks Maintain SOP documents repository and ensuretimelyupdates and version control Contribute to continuous improvementleveragingvarious internal or external assets in consensus with key stakeholders Manage onboarding/off boarding,trainingand team compliance Manage asset (client laptops/phones) record-keeping Manage PMO assets and be a single point of contact for the team on any queries on relevant topics Coordinate with key stakeholders fortimelyrenewal of legal documents and flag upcoming billing milestones and preemptively communicate to program manager. Client Coordination: Collaborate with the client s admin/support group to set up meetings & seminars Follow-up with client s PMO team on any issues with the PMO tools/processes that are shared across ZS and client (eg, ticket management system, etc) Work directly with client s PMO team on updating and sharing performance summaries (financials,utilization, SLA metrics) with key stakeholders. Whatyou'llBring Graduate with 3 years plus of experience in Project Management, or aPost Graduatein MBA with years plus of experience in Project Management Organized and self- motivated Good knowledge of Project Management Processes and tools Proficient on MS Excel with working knowledge of PowerPoint and Word Good verbal and written communication, pleasing personality Customer focused Good interpersonal skills Extremely high on initiative, proactive Prior experience of running PMO for more than 50 people preferred

To assist Manager - Operations on day-to-day operations by following our Standard Operating Process. The Site head role is a high intensity, high responsibility and hands on role. The role requires an individual to be highly involved in the day to day operations and be able to track and follow up on service levels. Key deliverables. Maintain healthy relationship with client/employees. Vendor relationship & on-the-go training. Managing and minimizing process and system deviations. Managing delivery SLAs and maximizing customer satisfaction. Engaging vendors & maximizing their business involvement. Roles & Responsibilities: The ideal candidate should possess the following qualities: Assertive and persistent in approach with an attitude of getting work done. Amicable and able to form and foster business relationships. Ability to handle conflict professionally. Ability to connect to on ground reality and act decisively and quickly. Ability to identify, understand and process data on a regular basis. Driven and motivated with an attitude to create an impact and go beyond what is asked. Professional Conduct and respect for co-workers. Honesty and Sincerity is a must. Prerequisites: Must have from Hotel Management background. 4- 6 years of experience. Fostac Trained. Food-tech Experience is an added advantage. Local language is mandatory.