* Supports the associates and specialists enabling them to independently work from end to end, by monitoring, organizing and coordinating the resolution of any blocking issues* Effectively manage and monitor ticket queues using the appropriate BI tools to ensure tickets are handled per the defined timelines, correct categorization, do not exceed expected thresholds and are processed per defined quality standards* Coordinate training on ticket management as needed* Effectively monitor and track all client SLAs using the appropriate BI tools to ensure adherence to reporting calendar and standard processes; if SLA are not being met, root cause and action plan to be collected and followed-up* Ability to utilize the hrX suite of tools as it relates to the scope of their team* Undertake, support and manage a Root Cause Analysis (RCA) when an issue occurs resulting in a client escalation ensuring that mitigating actions are implemented* Support the detection of deviations from the contractual...