Job Description
What You’ll Do
- Lead the resolution of complex BPO escalations that require cross‑departmental (Tech/Product) intervention.
- Take full ownership of SLA governance, implementing recovery mechanisms for issues approaching the aging threshold.
- Conduct Root Cause Analysis (RCA) for high‑impact incidents, transactional mismatches, and fraud alerts.
- Serve as the escalation point of contact for L1 BPO, OilCo, and Vendor issues surfaced to the operations team.
- Ensure First Call Resolution (FCR) discipline and actively reduce Repeated Contacts through clear, accurate solutions.
OS OPM & Process Improvement
- Lead the mapping and design of OS OPM (Operational Process Management) process flows to identify bottlenecks and service integrity gaps.
- Translate operational insights into actionable continuous improvement initiatives that enhance platform effectiveness and user experience.
- Define ...
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