- Identifying where Agents are unable to help Gamers, and developing solutions.
- Educating and training Call Center staff to improve their First Contact Resolution.
- Accountability for driving get to green plans for key metrics including CPE, First Contact Resolution, Issue Resolution and Handle Time.
- Provide leadership & partnership when required to other virtual team members both internal and supplier management
- Ensure alignment of the delivery experience for Xbox with that of other delivery teams
- Owner of the end-to-end customer and agent support experience to drive continuous improvement
- Contribute to the supplier strategy in partnership with the Service Delivery Managers and Supplier engagement teams.
- Define strategic initiatives to deliver tangible improvements in customer experience, cost efficiency and revenue generation.
- Provide feedback on progress to respective support and business stakeholders and a close alignment on continuous product improvement through engagement with Serviceability.
Salary: Not disclosed
Industry: General Management
Functional Area: Top management
Employment Type: Full time