5+ years of experience in a management role (Manager, Senior Manager, Director) in a call center/BPO environment, technical support (very desirable) Strong analytical skills with the ability to interpret and summarize complex performance and customer data to drive and improve operational performance and innovation Proficient technical support skills (Telecommunication, Networking, and IT support) Strong leadership skills with a focus on employee engagement and retention. Extensive performance management skills. Great understanding of Emotional Intelligence Team player with a Gogetter attitude Bachelor’s degree in a related field (Business Administration, Systems Engineer, Industrial Engineer) or equivalent experience Advanced English skills both written and spoken (above 90%) Outstanding communication skills Improving OSAT scores and Efficiencies (AHT and SLA, Staffing) by working with front line support teams and following up with front lines managers to ensure monthly goals and plans are achieved. Keeping Employee turnover at 10% or below yearly by developing and deploying monthly engagement strategies Developing learning and career plans along with product, marketing and learning and development team for all employees. Managing and developing a team of team managers that are responsible for the daily performance, improvement plans, as well as site readiness for new product launches.