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About the Role
Job Title
2025 Delivery Operations GVPTP
Job Description
Voice and Non Voice support provided to customers. Our services include Level 1 and Level 2 technical support in a 24 / 7 environment.
Essential Functions / Core Responsibilities
- Primary escalation contact for Account Leaders, such as customer complaint root cause & improvement action plan reviews
- Provide account-specific KPI/SLA/SLO reporting and monitoring
- Provide / process Account Knowledge / Process Updates
- Account-specific Quality Performance (monitor account QA objective and account‑specific quality reviews as needed including attending client QA calibration meetings)
- Point of contact for Account Leadership for Help Desk inquiries
- Work with Account Leadership to identify Help Desk process improvements and provide trend analysis as identified/needed (e.g., top ten calls review, etc.)
- Liaison for Level 2 Resol...
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