Critical Situation Resolution Director

hace 24 horas


San Francisco, Heredia, Costa Rica Ibm A tiempo completo
Job Overview

We are looking for a skilled Technical Escalation Manager to join our team. As a TEM, you will play a vital role in leading critical situation resolution teams and ensuring timely resolution of customer satisfaction issues. You will work closely with key stakeholders, including IBM, subcontractors/vendors, and clients, to communicate effectively and manage resolution activities.

The ideal candidate will have strong leadership and project management skills, with experience working directly with external clients. They will also possess excellent communication, organizational, and time management skills, as well as the ability to collaborate with remote teams using virtual collaboration tools.

Responsibilities:
  • Lead critical situation resolution teams to resolve complex customer satisfaction issues.
  • Manage communication with key stakeholders, including IBM, subcontractors/vendors, and clients.
  • Develop and implement action plans to resolve complaints.
  • Collaborate with remote teams using virtual collaboration tools.


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