Executive - Service Management

Posted a year ago by Hayleys PLC, Classification: Call Centre & Customer Service

Locations: 101, Colombo 10, 00700, LK

Job Responsibilities

  • Responsible for internal management and customer governance forums
  • Developing and ensuring team adherence to all performance KPIs, speed and accuracy of SLAs.
  • Optimizing service quality and service levels of services agreed with the customers/Business units.
  • Ensure Operation team follows best practices in relation to KPIs, Outcome indicators.
  • Define units of measurement for service activities & effort drivers.
  • Develop a mechanism to capture service activities and report on same.

Candidate Profile

  • Degree / Professional Qualifications in Business Analytics or Business Statistics.
  • Possessing a finance qualification would be an added benefit.
  • Minimum 2 years’ experience in a similar role.
  • Effective communication in both English and Sinhala and excellent interpersonal skills.
  • Strong analytical skills with sound computer literacy and conversant in the use of Microsoft office package.


Share this job

Jobs at Hayleys PLC