2 of 2 Contract SLA Jobs in the Thames Valley

senior stakeholders. Essential Experience Proven experience delivering customer service or contact centre transformation programmes. Strong understanding of customer service metrics including AHT, FCR, SLA performance, backlog management, deflection and containment. Experience taking transformation initiatives from discovery through to implementation. Working knowledge of Salesforce Service Cloud, including case management, Omni-Channel ...

manage risks, issues and dependencies that could impact Network Deployment programmes. Ensure suppliers and stakeholders deliver against agreed plans and reporting requirements. Support escalations, SLA management and continuous improvement across the activation process. Investigate quality issues and faults and support the timely handover of sites into Operations. Analyse trends ...