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 idóneo 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-

📌 Technical Support Operations Manager Azcapotzalco Call center (Ciudad de México)
🏢 Tech Mahindra
📍 Ciudad de México