Tech Stack

Description

You will monitor real-time delivery performance dashboards, take corrective actions to maintain service standards, and collaborate with cross-functional teams to address bottlenecks. You'll also analyze root causes of disruptions, lead service quality briefings, and develop SOPs.

Requirements

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

Responsibilities

• Monitor real-time performance dashboards (SLA, supply quality, on-time delivery)
• Take immediate corrective actions to maintain service standards
• Collaborate with workforce management, customer support, and field teams
• Analyze root causes of service disruptions and implement quality improvements
• Lead daily service quality briefings and develop SOPs