Key Responsibilities
- Understanding the process, ensuring effective incident resolution and maintaining customer satisfaction by monitoring performance, balancing workloads, acting as an escalation point, and fostering a positive customer service culture
- Playing end to end QC roles and Training other members on end-to-end process controls
- Serves as the primary liaison between the teams and the customers
- Provides or resolves risks, issues and decisions escalated to their level
- Preparation of monthly SLA metrics, dashboards and other required reporting
- US Payroll