Job Description
Responsibilities
- Define and assign activities to team members according to their technical profiles and the demands generated by the client operations under your responsibility.
- Monitor and report the status of operations and the quality of services provided by the teams under your responsibility, and escalate to Managers in cases of deviations beyond your authority.
- Track the steps and processes for resolving operational issues and provide feedback to users.
- Participate in periodic meetings to prioritize operational service requests from clients.
- Attend evaluation meetings with Managers and clients to assess service levels delivered.
- Prepare management reports with quality and service level indicators and report to Managers and clients.
- Ensure achievement of operational SLA indicators for the contracts under your responsibility.
- Authorize emergency service actions in client operations when nece...