Delivery Operations GVPEG 2026
Core
Provide Level 1 and Level 2 technical support and account management for Voice and Non-Voice customers in a 24/7 environment.
Role type
Senior IC delivery operations specialist (customer support)
Builds
Customer support operations and account governance
Domain
BPO / Customer Support
Deliverable
client delivery
Required skills
root cause analysis, KPI/SLA monitoring, process improvement, quality assurance calibration, trend analysis, complaint resolution, governance reporting, on-call support, agent testing
Preferred skills
MS Office, data analysis, coaching junior team members, problem solving, empathy, clear written and verbal communication
Responsibilities
Act as primary escalation contact for Account Leaders; provide account-specific KPI/SLA/SLO reporting; process account knowledge and process updates; monitor account QA objectives and attend client QA calibration meetings; serve as point of contact for Help Desk inquiries; identify Help Desk process improvements and provide trend analysis; liaise for Level 2 Resolver Groups; monitor baseline volumes and AHT; manage account-specific problem management including rejected cases and Sev 1 & 2 monitoring; respond to and resolve customer complaints; attend account-specific governance meetings; provide on-call after hours support; conduct Level 1 agent testing.