Technical Support Operations Manager Azcapotzalco Call center

Tech Mahindra; Azcapotzalco; Presencial; MXN 600.000 - 750.000; Jornada completa

Descripción de la vacante

Tech Mahindra seeks a Technical Support Fiber Manager to lead a team delivering fiber internet and home networking support. You will coach agents, drive key metrics, and optimize troubleshooting quality in a fast-paced contact center.

Ideal candidates bring 5+ years in technical support leadership, advanced English, and deep knowledge of fiber services, WiFi networks, LAN/WAN, DNS, and IP connectivity. Remote diagnostic tools and cross-functional collaboration are valued.

Formación

• +5 years of leadership experience in Technical Support/ISP/Contact Center Operations.
• Advanced English proficiency.
• Strong understanding of fiber internet services, WiFi, routers, mesh systems, and home networking.

Responsabilidades

• Lead, coach, and develop a team of Technical Support Fiber Agents.
• Drive performance against metrics like FCR, CSAT, ACTT, and Dispatch Prevention.
• Monitor and improve troubleshooting quality through coaching and call reviews.
• Ensure adherence to processes, tools, and GWF.
• Support agents with escalations and customer concerns.
• Analyze performance, identify improvement opportunities, and partner with cross-functional teams.
• Promote ethical sales and value-added referrals.

Conocimientos

Leadership

Advanced English

Fiber networking

Performance metrics

Herramientas

Guided Workflows

Descripción del empleo

We are seeking a Technical Support Fiber Manager to lead a team of Fiber Technical Support.

Agents responsible for delivering exceptional customer experiences and resolving technical issues related to fiber internet, WiFi, voice, and connected home services.

The ideal candidate combines strong technical knowledge of fiber and home networking with proven leadership experience in a contact center environment. This role is responsible for driving operational performance, coaching team members, improving customer satisfaction, reducing unnecessary dispatches, and supporting revenue growth through value-added products and service referrals.

Key Responsibilities

Lead, coach, and develop a team of Technical Support Fiber Agents.

Drive performance against key metrics including First Call Resolution (FCR), Customer Satisfaction (VXS), Average Customer Troubleshooting Time (ACTT), and Dispatch Prevention.

Monitor and improve troubleshooting quality through regular coaching, call reviews, and performance feedback.

Ensure adherence to troubleshooting processes, diagnostic tools, and Guided Workflows (GWF).

Support agents with complex technical escalations and customer concerns.

Analyze operational performance and identify opportunities for continuous improvement.

Partner with cross-functional teams to improve customer experience and operational efficiency.

Promote ethical sales practices, value-added services, and referral opportunities that enhance the customer experience.

Qualifications

+5 years of leadership experience in Technical Support, Telecommunications, Internet Service Provider (ISP), or Contact Center Operations.

Advanced english level.

Strong understanding of fiber internet services, WiFi networks, routers, mesh systems, and home networking environments.

Knowledge of networking fundamentals including LAN/WAN, DHCP, DNS, NAT, and IP connectivity.

Experience managing performance metrics and driving operational results.

Strong coaching, communication, and problem-solving skills.

Ability to lead in a fast-paced, customer-focused environment.

Preferred Qualifications

Experience supporting Fiber-to-the-Home (FTTH) services.

Familiarity with remote diagnostic tools and technical troubleshooting workflows.

Background in customer experience, quality assurance, or technical operations management.

Experience driving sales referrals and value-added product adoption within a service environment.