Oversees a team of Level I representatives and manages day-to-day operational activities.
Leads internal Training and Quality resources, collaborating closely with the ALP Training Team to ensure alignment and effectiveness.
Identifies training and operational gaps and develops structured schedules for upskilling and continuous improvement sessions.
Handles escalated customer and managerial calls, ensuring timely and effective resolution.
Serves as the Consumer Center point of contact in the absence of the manager.
Implements and enforces team-level and organizational policies and procedures.
Participates in strategic planning initiatives to support and achieve team and organizational objectives.
Prepares reports and presentation materials for senior leadership and executive-level meetings.
Qualifications
Must possess a Bachelor's degree, in any field
Strong organizational skills with the ability to manage multiple priorities within tight deadlines to accomplish
Ability to multi-task in a fast-paced, deadline driven environment and flexibility to adapt to changes in client and management direction
Thorough understanding of complex system support environment
Ability to communicate clearly and effectively, listen actively and comprehend, possess technical writing skills, follow directions and process accurately, have strong analytical and problem-solving skills.
Ability to develop and maintain positive relationships with stakeholders
Ability to work collaboratively within and across teams
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
Must be in current role for 1 year
Must not have received any Disciplinary Action within the past 12 months
Must not have any Attendance and Punctuality issues in the past 12 months
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