The SLA Monitoring Specialist is responsible for tracking, analyzing, and ensuring adherence to Service Level Agreements (SLAs) for RECO Billing scopes. This role plays a key function in identifying performance gaps, communicating risks, and working with internal teams to resolve issues that may affect compliance with SLA metrics.
Job Responsibilities
Monitoring & Reporting
• Monitor daily, weekly, and monthly SLA metrics and generate performance reports.
• Track ticket aging, resolution time, backlog status, and compliance to defined KPIs.
• Ensure real-time monitoring dashboards are accurate and up to date.
Analysis & Risk Management
• Identify trends, issues, and potential breaches in SLA performance.
• Conduct root cause analysis for missed SLAs and propose corrective actions.
• Raise red flags and work with operations and support teams to mitigate risks.
Collaboration & Communication
• Collaborate with team leads, quality, and client-facing teams to improve SLA adherence.
• Participate in regular operations and governance calls to report on SLA performance.
• Coordinate with training and quality teams to address performance gaps.
Process Improvement
• Recommend process improvements based on data analysis and trends.
• Maintain updated documentation of SLA definitions, metrics, and monitoring processes.
Qualifications
• Strong analytical and problem-solving skills
• Advanced Excel/Google Sheets skills (pivot tables, VLOOKUP, data visualization)
• Detail-oriented with a high level of accuracy
• Effective written and verbal communication skills
• Ability to work independently and manage multiple tasks
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.