Service Operation Officer at Septagus Consulting

Responsibilities

• Coordinate with the outsourcing and HR teams to schedule shifts, assign tasks, and deploy the right number of personnel to meet client demands
• Facilitate initial training and continuous upskilling of outsourced staff to ensure they align with the client company’s culture, compliance requirements, and operational standards
• Identify potential disruptions in service and execute mitigation strategies to guarantee business continuity.
• Evaluate the productivity of outsourced employees using key performance indicators (KPIs) like call volume, back-office processing errors, or technical support ratings.
• Serve as the primary point of contact for client feedback, escalating issues when targets are missed or contract obligations are not met.