Job Description
ABOUT THE ROLE
Monitors contact center operations in real time, manages incident triage, and ensures service level targets are maintained. Acts as the first line of response for operational disruptions across multiple channels and markets.
KEY RESPONSIBILITIES
Monitor real-time queue performance across phone, chat, and email
Triage and assess incoming incidents via phone, email, and ticketing systems
Resolve Level 1 incidents per established protocols (reboot, logs, troubleshooting)
Escalate complex incidents to regional or global support with full documentation
Keep users informed of incident status, resolution timelines, and workarounds
Maintain accurate and detailed incident records in the ITSM system
Contribute to knowledge base with documented issues and resolutions
Flag real-time SLA deviat...