We work with a Fortune 300 corporation, world leader in business consulting in the fields of Finance, Telecommunications and Informatics, holding operation centers in more than 50 countries worldwide across a wide range of business disciplines. The support operations center in Prague employs well over 700 team members across various business segments, support services, and internal operations.
The Service Level Agreement (SLA) and reporting team is part of the wider Operational Excellence team, taking care of CSS Europe reporting, data gathering, data maintenance, testing & analysis, and presentation of results to our clients. SLA Professionals are predominantly focused on SLAs, OLAs, KPIs, statistical data analysis and interpretation, and delivery to respective parties in order to improve processing, decision making, and the operational excellence of CSS Europe teams and the services provided.
TASKS AND RESPONSIBILITIES
Developing and maintaining CSS Europe reporting structures
Defining and maintaining SLAs, OLAs, KPIs, and stats definition documents, as well as working instructions for all processes
Understanding the processes, services, policies and internal controls related to analyzed data
Globally aligning and updating of SLAs, OLAs, KPIs & stats definitions and metrics
Preparing sub/regional monthly reporting packs, including trending analysis
Data mining, sampling, testing and analysis
Preparing HR & finance analyses and packs for supported countries, e.g. AP/AR analysis
Interacting with department leads to determine reasons for trends and one-off movements
Providing functional help and advice to CSS colleagues Maintaining data gathering questionnaires (e.g. Survey Monkey) and expanding usage into all functional areas as applicable