US Telecom SME

As a Subject Matter Expert , you will be the focal point between Foundever and the Account in resolving advanced customer technical issues. You will provide product expertise and knowledge to Foundever team leading to an enhanced customer experience. KEY RESPONSIBILITIES 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. he 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