Technical Solutions Rep V
HP
Heredia, Heredia, Costa Rica
hace 2 días

Responsibilities :

  • Provide assistance as a focal point to agents / peers on process related questions
  • Prepare operational reports
  • Prepare and deliver processes trainings following TSIA standards
  • Deliver feedback, mentoring & coaching to agents
  • Propose improvement action plans based on KPI results
  • Analyze data (root cause analysis) for all core and supporting operational KPIs.
  • Attend and participate in all business required meetings
  • Take care of urgent request from Stakeholders and Management
  • Assist agents on case management
  • Conduct QA Audits in the team
  • Manage escalations
  • Monitor SLA and balance efficiencies in the team
  • Build and present SLA narratives when applicable
  • Identify improvement opportunities for the team and recommend action plans to Management
  • Work closely with BPE s,CM s and ADM s of CAPs Accounts

    About HP

    You’re out to reimagine and reinvent what’s possible in your career as well as the world around you.

    Soare we. We love taking on tough challenges, disrupting the status quo,and creating what’s next. We’re in search of talented people who areinspired by big challenges, driven to learn and grow, and dedicated tomaking a meaningful difference.

    HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

    Our history : HP’s commitment to diversity, equity and inclusion it's just who we are.

    From the boardroom to factory floor, we create a culture where everyone isrespected and where people can be themselves, while being a part ofsomething bigger than themselves.

    We celebrate the notion that you canbelong at HP and bring your authentic self to work each and every day.When you do that, you’re more innovative and that helps grow our bottomline. Come to HP and thrive!

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