Job Role Summary
PSO Team Leads coordinate activities of the BOG and Digital teams across all PSO sites for a particular vendor (covering all their support Centers)
Purpose:
Responsible for smooth running of the Project as per the plan laid down for the PSO
Scope - Job Specific:
To act as a coordinator for all project activities related in all PSO sites for a vendor. This would also include facilitating interactions between backend teams and PSO personnel to help resolved issues faster.
Level Guide Statements - General:
Main Responsibilities:
- Conduct Daily / weekly review of the Project status wrt open issues, action items from previous reviews etc
- Publishing weekly, monthly dashboards & reports on status of issues and actions items
- Ensure tracking of all open issues from each PSO site
- 1st level Escalation point for PSO and with respect to any issues in BOG delivery
- Interacting with and Vendor stakeholders on daily/weekly/monthly basis and provide updates wrt the project
- Ensure all BOG resources across PSO sites are able to perform their tasks on time and with high quality
- Help BOG coordinate with back-end teams, both HCL and Client wherever needed to get issues resolved quickly
- Work with BOG and Digital teams to identify transformation opportunities based on insights provided to help improve CX
- Participating in team meetings and general inputs in day-to-day improvements.
- Help build the decision-making guide and other recommendations for improving CX with the PSOs
Education Requirements:
Min/Preferred
Education Level
Additional Details
Minimum
Bachelor’s degree in any discipline
Candidate Background: Skills, Knowledge and Abilities:
Min/Preferred
Skills, Knowledge and Abilities
Minimum
Excellent English communication skills by email and phone and experience in interacting with Mid and Sr Mgmnt roles in client organization
Minimum
Should have good presentation skills to international clients
Minimum
Will be required to work in shifts (mostly US)
Minimum
Good understanding of the different tools and systems involved in a Telecom Contact Centre environment Eg. IVR, Soft Phones, Cloud, recording tool, CRM, Chat
Minimum
Min 6-8 yrs experience in working in a Telecom process (preferably US) is a must
Minimum
MS Office knowledge (Excel, Word), Outlook, Internet and facility in handling between different interfaces and /or systems
Preferred
Prior working knowledge of G Sheets, G Slides, Gmail and Slack
Preferred
Experience of working with tools like Live Engage, Cisco Jabber, Citrix
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
Preferred
Candidates who have worked as a Manager in a Telecom contact center process – wireless customer care or technical support will be preferred.
