SLA MANAGEMENT ADVISOR

RESPONSABILITATI

-Supervises and coordinates the day-to-day activities of the support team to ensure that the quality of their performance and their production levels are in agreement with standards and meet contractual requirements.
- Provide technical and moral support to the staff.
- Communicate with other units of Provider Services and other departments as required to coordinate work and report an/or solve problems.
- Preparing and delivering staff performance appraisals, enforcing policies and applying disciplinary action when needed including the review of employee's requests for leave/vacation.
- Review and analysis of agency call management statistics to meet performance objectives.
- Participates in the continuous improvement process plan to identify and recommend quality issues.
- Facilitate the effective resolution of provider customer services related issues/complaints.
- Develop and facilitate the establishment of new and existing procedures to ensure the accuracy and integrity of the change control revision process.
- Assists in the development of productivity and quality standards in accordance with company objectives.
- Allocates/supervises work, sets priorities, and examines work for accuracy, neatness, and conformance to policies and procedures.
- Prepares or directs the preparation of specialized reports.
- Maintains good customer relations.
- Develop and maintain a professional courteous approach in all consumers, customer and other financial institution contacts.
- Provides accurate services when handling all consumers, customer and other financial institution contacts.
- Develop and maintain a good working relationship with fellow unit employees, management, other departments and our customers.
- Ensures the procedures, which outlining established work methods for responding to customer requests or complaints are adhered to.
- Monitors equipment and systems to ensure they are operating effectively.
- Achieves productivity goals and departmental service levels.
- Responsible for participating in a Continuous Improvement Process Plan.
- Adherence to company policies and procedures.

CERINTE

DESCRIEREA FIRMEI

At Architected Business Solutions we have a harmonized team of consultants with wide experience in both business operations, technology and finance.
By combining our consultants¿ solid background in all aspects of our services we succeed in meeting our clients¿ requests and fulfilling their need of building long term value; we provide our customers a seamless service throughout all the phases of any business transformation, by identifying, coordinating, delivering, implementing and assuring the needed support.