The successful candidate will lead the day-to-day operations for SEPO in Sellers' world and effectively manage performance with transparent metrics, data-driven decisions and industry leading management techniques. He/she will be responsible for managing and delivering Service Level Agreements (SLAs) for the aligned workflows. He/she should be an expert in project/program management who possesses the ability to work globally and cross-functionally with internal and external stakeholders. He/she should be adept at data analysis including querying, building and maintaining dashboards and using data to improve his/her space of operations. He/she should also be capable of identifying and prioritizing process and automation improvement opportunities.

Responsibilities:

• Monitor, manage, and control the production environment.
• Monitor and react to Service level alerts by managing and performing recovery actions to ensure high level of service delivery at a global scale. Ensure all service level agreements (SLAs) or quality indicators (QIs) are met to provide consistent service to customers.
• Work with Operational Management to design and agree service protection strategies, ensuring buy in and commitment at all levels allowing the Real Time team to support the customer Experience at all times.
• Provide real-time escalation, recovery, and restore capabilities for any failure of service; notify any major issues to Workforce, Capacity and Operations leaders ensuring the right people know of the incident at the right time.
• Manages business activities such as root cause analysis, profile management, new marketplace and skill launches by working with Operation, Capacity, Scheduling, Program, Change Management and Contact Routing team.
• Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary.
• Works as SME, guide RTA and Analysts to drive daily performance call for business status, reports and metrics, reviewing them daily for trends and potential problems at a global level.
• Communicates effectively with peer Workforce leads and Managers across the same functional areas worldwide to drive priorities.
• Chair regular meeting with Operations Managers to review performance, forecast accuracy and productivity and to devise action plan as necessary for the current day/week. Identifying the reasons for failure of any SLA and Support Ops with OT requirements by ensuring a process is implemented and followed.
• Manages business- and executive-level escalations, including reporting to senior-level leadership.
• Scopes out the requirements for new metrics and tools.