Job Profile Service Delivery Ops Senior Analyst (Cebu)

JOB DESCRIPTION: Communicate with client customers via voice to help resolve the issues being faced.Access the company's internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.Initiate required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.Adapts effectively to changing plans and priorities.
Is able to follow a collaborative approach with people at different levels or working style.Demonstrates ownership for goals. Drives himself and others to achieve desired results.Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement.Manage team expectations and project SLAs.Monitor knowledge sharing and retention within the team.Coordinate with supervisor and manager to provide day to day insights.Share with supervisor and manager performance trends of the team and agree on next steps.Handling customer escalations or providing resolutions which require higher level of authorization. QUALIFICATIONS REQUIRED: Graduate in any discipline from an accredited institution EXPERIENCE (Must have skills): Total Experience: 3 Years +International Voice ExperienceUS Telecom Experience would be desirable. SET YOURSELF APART: (Good to have skills): US Telecom ExpTechnical / Telecom Troubleshooting Experience