Job role summaryidentify 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 organizationminimum ability to work collaboratively with different teams and lead in a fast-changing and flexible environmentminimum min 3-4 yrs experience in working in a telecom processminimum 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 servicesminimum prior experience of working in an individual contributor role with multiple stakeholders, interacting with leadership, creating reports and presentations to share updatesminimum experience in creating process documents, sops, etc using relevant toolsrequired citrix (access application) user experiencepreferred understanding of front end, middleware & backendpreferred understanding of bi (tableau & powerbi) that will help creating reportingpreferred understanding monitoring tools for serverspreferred process and quality management experience for a us telecom process