Job role summary
identify on the ground issues for agents at costumer call center (us telecom) coordinating resolution with the central team at the backend to ensure minimum loss for agent productivity.
location: centrum park av. Gustavo baz manzana 001, la loma tlalnepantla mex, mexico 54060.
qualifications:
minimum excellent english communication skills by email and phone and experience in interacting with mid and sr mgmnt roles in client organization
minimum ability to work collaboratively with different teams and lead in a fast-changing and flexible environment
minimum min 3-4 yrs experience in working in a telecom process
minimum good understanding of the different tools and systems involved in a telecom contact center environment eg. Ivr, soft phones, cloud, recording tool, crm, chat and differentiate between dev & related services
minimum prior experience of working in an individual contributor role with multiple stakeholders, interacting with leadership, creating reports and presentations to share updates
minimum experience in creating process documents, sops, etc using relevant tools
required citrix (access application) user experience
preferred understanding of front end, middleware & backend
preferred understanding of bi (tableau & powerbi) that will help creating reporting
preferred understanding monitoring tools for servers
preferred process and quality management experience for a us telecom process