US Telecom SME

Foundever

• Providing advanced technical knowledge to resolve customer s cases in a timely manner.

• Collating and maintaining records of escalations within the account. This includes maintaining daily reports & collating weekly reports which are forwarded to Foundever Sites, the EMEA team, and the client as necessary.

• Designing and delivering training modules to address strategic technical needs when required.

• Gaining the commitment of employees to utilizing the Knowledge Base and the Client s quality metrics.

• Ensuring Client satisfaction on knowledge base quality and accuracy.

• Guaranteeing, through collaboration with Foundever EMEA Team, effective maintenance, and evolvement of the Right Now knowledge base, and the rollout and usage across Foundever Sites that support the Account.

• Proficiency in data analytics tools such as Excel, Power BI, or similar platforms.

• Strong analytical skills with the ability to interpret and present complex data in a clear and actionable manner.

• Ensure the accuracy and consistency of all reporting data across platforms and tools

• Excellent attention to detail and a commitment to data accuracy.

• Experience with CRM, contact center tools, and workforce management systems is a plus.

• Strong communication skills, with the ability to present insights and recommendations to both technical and non-technical audiences.

• Design and maintain detailed performance reports, dashboards, and scorecards for teams, agents, and overall operations.

• Analyze key metrics (e.g., productivity, quality, and customer satisfaction) to identify trends, gaps, and areas for improvement.

• Generate daily, weekly, and monthly reports on performance metrics, KPIs, and SLAs.

• Interpret data to provide actionable insights to managers and decision-makers.

• Demonstrated problem-solving skills and the ability to drive improvements based on data insights.

Skills Required:

Fluency in English (C1)

Advanced Knowledge of (Microsoft Office applications- Word, Excel, PowerPoint, MS Project)

Flexibility working in rotational shifts