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...