• Oversee day-to-day operations and governance of the US Medical Contact Center vendor. • Monitor vendor performance, KPIs, SLAs, and drive continuous process improvements. • Ensure compliance with GCP, GVP, regulatory requirements, and audit readiness. • Manage budgets, forecasting, resource planning, SOWs, and operational governance. • Partner with internal stakeholders to align contact center strategy with evolving business needs. • Lead digital transformation initiatives, including AI, automation, CRM optimization, and multi-channel engagement. • Analyze operational metrics and implement strategies to enhance customer experience and operational efficiency.

• Accept and process emails/service requests/updates from clients or technicians via phone and/or email • Accurately document call information in database • Update customer with service status and call completion information • Solicit client/customer feedback to improve customer service • Troubleshoot a variety of service tickets to determine best resolution for issues and client requests • Escalate unresolved issues and trouble calls to appropriate department, on an as needed basis • Assist Field Service Technicians with service tickets, lock access, or other various workload issues • Dispatch combinations for S&G lock system, dispatch combinations/close seals for Cencon lock system, and verify safety of on-site technicians • Transfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging) • Communicate essential information to co-workers and other departments • Coordinate with Field Service to provide timely updates to clients on open service calls • Call Management/Navigation to ensure ETA and SLA adherence by contract requirements to Clients • Stay current with emails, procedural updates, and call handling documentation • Work through Managed Source tickets as they are created in accordance with the procedures outlined in the MS Wiki • Assign the appropriate Managed Source technician to MS tickets by determining tier status

• Contactar a clientes que ya cuentan con servicios hogar para ofrecerles mejoras en sus planes de internet, cable y telefonía, brindándoles mayores beneficios y una mejor experiencia con el servicio.

• Contactar a clientes que ya cuentan con servicios hogar para ofrecerles mejoras en sus planes de internet, cable y telefonía, brindándoles mayores beneficios y una mejor experiencia con el servicio.