LATIN AMERICA TSC VENDOR MANAGER

Full time Tiempo completo

Description : work together with our tsc vendor to provide best in class technical support to our lexmark customers. responsibilities: manage tsc operations: oversee technical support center (tsc) operations for north america, ensuring smooth and continuous service. partner coordination: act as the main interface between lexmark and tsc partners, ensuring compliance with the statement of work and achieving metrics targets. performance monitoring: track and manage the performance and cost of outsourced contact center operations. customer experience improvement: continuously enhance customer experience by analyzing and improving support procedures. operational reviews: conduct regular reviews with contact center leadership and qa teams to monitor performance and address issues. issue resolution: investigate and resolve customer satisfaction concerns and escalate issues as needed. financial management: manage operational costs, validate resource requirements, and process invoices. technology and process improvement: identify and implement technology improvements and process changes to enhance contact center operations. project management: participate in new account and product introduction projects to ensure tsc requirements are met. reporting: maintain and report performance metrics to senior management and other stakeholders. qualifications: bachelor’s degree in business, engineering, or a related customer service fluent in spanish, english and some portuguese 2+ years of operations management experience, preferably in support/service. strong project management skills and a ...