SME - Program & Project Management
HCLTech
Job Summary
Job TitleProblem Manager – Agent Experience Office (AEO)LocationChennai, IndiaRole ObjectiveThe Problem Manager will be a foundational role within the Agent Experience Office (AEO), responsible for driving end-to-end problem management, converting cross functional analytics insights into systemic fixes, and establishing a clear, repeatable operating structure that reduces agent impacting issues at scale.This role focuses on proactive problem elimination, trend driven prioritization, and tight execution across L1–L3, Engineering, Vendors, and Business stakeholders, with a direct charter to improve Agent Experience, MTTR, Aging, Reopens, and Escalations. Key Responsibilities1.
Key Responsibilities
Job TitleProblem Manager – Agent Experience Office (AEO)LocationChennai, IndiaRole ObjectiveThe Problem Manager will be a foundational role within the Agent Experience Office (AEO), responsible for driving end-to-end problem management, converting cross functional analytics insights into systemic fixes, and establishing a clear, repeatable operating structure that reduces agent impacting issues at scale.This role focuses on proactive problem elimination, trend driven prioritization, and tight execution across L1–L3, Engineering, Vendors, and Business stakeholders, with a direct charter to improve Agent Experience, MTTR, Aging, Reopens, and Escalations. Key Responsibilities1.
Skill Requirements
Job TitleProblem Manager – Agent Experience Office (AEO)LocationChennai, IndiaRole ObjectiveThe Problem Manager will be a foundational role within the Agent Experience Office (AEO), responsible for driving end-to-end problem management, converting cross functional analytics insights into systemic fixes, and establishing a clear, repeatable operating structure that reduces agent impacting issues at scale.This role focuses on proactive problem elimination, trend driven prioritization, and tight execution across L1–L3, Engineering, Vendors, and Business stakeholders, with a direct charter to improve Agent Experience, MTTR, Aging, Reopens, and Escalations. Key Responsibilities1.
Other Requirements
Job TitleProblem Manager – Agent Experience Office (AEO)LocationChennai, IndiaRole ObjectiveThe Problem Manager will be a foundational role within the Agent Experience Office (AEO), responsible for driving end-to-end problem management, converting cross functional analytics insights into systemic fixes, and establishing a clear, repeatable operating structure that reduces agent impacting issues at scale.This role focuses on proactive problem elimination, trend driven prioritization, and tight execution across L1–L3, Engineering, Vendors, and Business stakeholders, with a direct charter to improve Agent Experience, MTTR, Aging, Reopens, and Escalations. Key Responsibilities1.
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