Senior Technical Advisor

Senior Technical Advisor

Job Description

  • Identifying where Agents are unable to help Gamers, and developing solutions.
  • Educating and training Call Center staff to improve their First Contact Resolution.
  • Accountability for driving get to green plans for key metrics including CPE, First Contact Resolution, Issue Resolution and Handle Time.
  • Provide leadership & partnership when required to other virtual team members both internal and supplier management
  • Ensure alignment of the delivery experience for Xbox with that of other delivery teams
  • Owner of the end-to-end customer and agent support experience to drive continuous improvement
  • Contribute to the supplier strategy in partnership with the Service Delivery Managers and Supplier engagement teams.
  • Define strategic initiatives to deliver tangible improvements in customer experience, cost efficiency and revenue generation.
  • Provide feedback on progress to respective support and business stakeholders and a close alignment on continuous product improvement through engagement with Serviceability.

Company Profile:

Salary: Not disclosed

Industry: General Management

Functional Area: Top management

Role Category:

Employment Type: Full time


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