Service Level Analyst at MacTay Consulting

Job Description

• Oversee the entire service quality team
• Coordinate the activities required to meet Company’s standards on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management from an internal and external standpoint
• Support Service Manager in preparing monthly SLA report and provide relevant data for managing SLA exceptions
• Proactively review SLA snapshots for any potential SLA breaches and notify the team leads and tower heads for taking preventive actions.
• Responsible for the ultimate result and continuous improvement on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management
• Review and grant final approval for all the reports and documents related to service quality management
• Responsible for ensuring proper criteria, directives, business quality management principles are being applied into the Company and are in accordance with Company’s methodology
• Conduct annual customer satisfaction survey and response to the complain
• Assign learning objective and organize training courses , grow capabilities of team members, and improve team productivity and performance

Requirements
Qualification:

• Bachelor's/ Advanced degree in Business, Management, Hospitality or courses related to service quality studies is a plus.
• At least 8 years of experience in Telecom, Managed Service, System Integration, Management Consulting field or similar industry.

Knowledge & Skills:

• Advanced skills in managing service quality, understanding
• Working knowledge of managing SLAs
• Working knowledge of managing Customer Satisfaction
• Working knowledge of managing Process Improvement
• Working knowledge of managing Knowledge
• Good leadership & communication capabilities
• Adequate financial and business skills
• Negotiation skills
• Excellent verbal and written communication skills in English and the local language
• Advanced skills in Microsoft Office, Excel, MSWord and Power Point