Delivery Operations GVPEG 2026
Core
Provide Level 1 and Level 2 technical support and account operations 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
Customer support / BPO
Deliverable
client delivery
Required skills
root cause analysis, KPI/SLA/SLO reporting, process improvement, quality performance monitoring, complaint management, trend analysis, governance meeting participation, on-call support, agent testing
Preferred skills
MS Office, data analysis, coaching junior team members, problem solving, complex query resolution
Responsibilities
Serve 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; act 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 and resolve account-specific customer complaints; attend account-specific governance meetings; provide on-call after hours support; conduct Level 1 agent testing
