Found Description
Responsibilities
- Lead and develop the AR Support team, fostering a results‑oriented culture and continuous improvement;
- Monitor operational indicators such as SLAs, AHT, quality, productivity, backlog, and tabulation;
- Monitor operation dashboards in real time, taking preventive and corrective action on performance deviations;
- Manage incidents, driving escalations, cross-functional communication, and follow‑up until resolution;
- Prepare analyses and action plans aimed at improving operational performance;
- Ensure correct application of area processes and procedures;
- Act as the operational interface between Certisign and the vendor responsible for Tier 1 support, ensuring alignment, delivery quality, and compliance with contracted SLAs.
Requirements
- Bachelor's degree in Business Administration, Process Management, Engineering, or related fields;
- Experience leading tec...