Position Description: • Handling Contact Center team of L1s and L2s (technical) • Driving day to day CC operations i.e. tracking daily KPI performance, Service Level, abandoned rate, OSAT, FTR hygiene issues, agent attrition rate, report technical issues to Global technical team • Handle technical escalations and timely reporting of any unresolved technical issues • Incident Management and reduce Repeat Interaction Rate of L1 agents • Hire, motivate and develop CC team to drive strong KPI performance week on week • Taking 1-on-1 session with team managers to resolve operational issues • Skip level meeting with L1s to ensure zero dissatisfaction among L1 agents • Work closely with different functions to run short term and long projects to continuously improve CC performance and optimize operations • Develop and maintain strong contents (Intend/Sub-intend) for drive Chatbot performance • Keep improving the agent’s knowledge base (Knowledge Central tool) • Capturing and Tracking of all technical issues reported in CC #### Position Requirements: • Manage a team of L1 and L2 technical agents • Drive Contact Center KPIs i.e. SL, Abandoned Rate, OSAT, FTR • End to End management of Chatbot functions (Mentions, Scripts, Response Rate, FTR, OSAT, Intend & sub-Intend) • Product and Process Training • NPI Readiness in Contact Center • Track and Report all product related technical issues • Technical Training for Agents We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.