Job Profile Service Delivery Ops Senior Analyst

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. JOB QUALIFICATIONS:QUALIFICATIONS REQUIRED: • Graduate in any discipline from an accredited institution EXPERIENCE (Must have skills): • Total Experience: 3 Years + • International Voice Experience • US Telecom Experience would be desirable. SET YOURSELF APART: (Good to have skills): • US Telecom Exp • Technical / Telecom Troubleshooting Experience