Responsible for identifying on the ground issuesagents at the pso (partner support operations) are facing andcoordinating the resolution with the customer success enablers (l2)teams promoting the continuous improvement of productivity, servicequality and customer satisfaction.
minimum excellent englishcommunication skills by email and phone and experience ininteracting with mid and sr mgmnt roles in client organizationminimum ability to work collaboratively with different teams andlead in a fast-changing and flexible environment minimum min 3-4yrs experience in working in a telecom process (preferably us) is amust minimum good understanding of the different tools and systemsinvolved in a telecom contact centre environment eg.
ivr, softphones, cloud, recording tool, crm, chat and email supportplatforms, differentiate between dev & related services minimumprior experience of working in an individual contributor role withmultiple stakeholders, interacting with leadership, creatingreports and presentations to share updates minimum experience increating process documents, sops, etc using relevant toolspreferred prior working knowledge of g sheets, g slides, gmail andslack preferred experience of working with tools like live engage,cisco jabber, citrix preferred understanding of front end,middleware & backend preferred understanding of bi (tableau& powerbi) that will help creating reporting preferredunderstanding monitoring tools for servers preferred process andquality management experience for a us telecom process preferredcandidates who have worked as a team lead/asst manager in a clientcontact centre process – wireless customer care or technicalsupport will be preferred