Partner Relations Specialist

About the job:

Role:

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Position Overview:

Partner Relations Specialist

Key Responsibilities:

• Monitor key performance indicators related to technical support performance
• Analyze call center data to identify patterns and trends in repeat drivers and AHT outliers, and develop actionable insights
• Conduct in-depth investigations into the root causes of repeat drivers and AHT outliers
• Collaborate with Operations leaders to understand operational challenges
• Design and propose simplified processes
• Coordinate with enablement leaders to develop training materials that enhance agent performance
• Leverage current technologies to develop proof-of-concept ideas that drive operational improvements
• Hosting/co-hosting interlock and call listening meetings with Technical Support leaders

Core Competencies:

• Highly organized team player, open to learning new skills and learning from mistakes
• Strong technical support knowledge in at least one line of business

Leadership Competencies:

• Ability to act as a trusted adviser and influence decisions using solid business knowledge and clear communication of expected outcomes

Functional Competencies:

• Strong knowledge of technical support and frontline agent tools
• Proficient data analytics skills including strong knowledge of Google Suite applications (e.g. Sheets) and Microsoft Office (e.g. Excel)
• Ability to decompose complex problems and design simplified solutions
• Ability to use technology to learn and adapt quickly

Qualifications:

• 2+ years of experience in FFH or SHS Technical support
• Proficient oral and written English skills required

Who can apply:

Only those candidates can apply who:

1. have minimum 2 years of experience

Salary:

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