Qualification Required

• Candidates who have worked as a Team Lead/Asst Manager in a Telecom contact centre process – wireless customer care or technical support will be preferred
• Professional fluency in Spanish and English

Roles and Responsibilities

• Responsible for identifying on-the-ground issues that the agents at the PSO (Partner Support Operations) are facing
• Responsible for oordinating the resolution with the Customer Success Enablers (L2) teams and promoting the continuous improvement of productivity, service quality and customer satisfaction

Technical Expertise

• Understanding of front end, middleware & backend
• Understanding of BI (Tableau & PowerBI) that will help creating reporting
• Understanding Monitoring tools for Servers
• Process and Quality Management experience for a US Telecom Process