Skills

- Advanced English (spoken and writing)

- Strong analysis, resolution and writing skills

- People management

- Perform in adverse situations

- High urgent sense

- Effective communication

- Real time monitoring

- Result-oriented leader

Knowledge

- High School Degree

- Basic software knowledge; windows, office, basic network issues

- Ticketing systems and IVR tools

- Understanding of Quality Assurance best practices and standards.

- SLAs and KPIs control (ABR, ASA, AHT, FCR, etc)