Telecom Operations Manager (Bogotá)

Customer Success Champions (Boots on the Ground BOG)

Responsible for identifying on‑the‑ground issues agents at the PSO (Partner Support Operations) are facing and coordinating the resolution with the Customer Success Enablers (L2) teams, promoting the continuous improvement of productivity, service quality and customer satisfaction.

Identify the technical issue at PSO and provide instant technical help (basic desktop/thin client troubleshooting of clearing up resources & session re‑initiation). Provide additional knowledge of the issues to help users understand for self‑resolution next time the issue is encountered. Make PSO agents aware of the self‑help (Info Manager) solutions available. Understand the issue faced, identify potential causes and route the issue to Customer Success Enablers (L2). Coordinate with onshore & offshore teams (business & technical teams) from client side as per governance set on issues identified, fixes.

Key Responsibilities