Service level management
Ability to apply Service level management practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
Qué significa cada nivel
La escala P1–P5 es común a todas las habilidades, pero lo que significa cada nivel cambia según la habilidad. Esto es lo que se espera observar.
P1
Describes the process, controls, stakeholders and basic decisions involved in Service level management.
P2
Executes standard Service level management activities accurately within established controls and escalates exceptions.
P3
Owns complex Service level management cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Service level management, integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Service level management and develops other experts.
Fuente: PROCOMER FTZ employer benchmark