Tech Stack

Description

You will monitor real-time performance dashboards, take corrective actions to maintain service standards, and collaborate with teams to address bottlenecks. You'll lead service quality briefings, analyze root causes of disruptions, and drive continuous improvement.

Requirements

• 1+ years in service operations, quality management, or real-time monitoring
• Strong analytical skills with dashboards, KPIs, and root cause analysis
• Excellent communication and crisis management skills
• Experience in high-volume environments (logistics, customer support, call centers)
• Familiarity with tools like Genesys, NICE, Salesforce, Tableau, or similar platforms

Responsibilities

• Monitor real-time performance dashboards (SLA, supply quality, on-time delivery)
• Take immediate corrective actions and escalate issues to maintain service standards
• Collaborate with workforce management, customer support, delivery ops, and field teams
• Lead daily service quality briefings and provide insights on performance trends
• Develop and maintain SOPs for real-time quality interventions and escalations