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Role & responsibilities Experience: Minimum of 35 years of experience in a BPO/International Call Center workplace. At least 12 years of experience as a Team Lead or Subject Matter Expert (SME) specifically within a Retention, Escalations, or High-Value Customer Support team. Industry Preference: Prior experience handling Telecom processes (e.g., broadband, mobile network providers, subscription services) is a major advantage. - Skills: Exceptional negotiation, persuasion, and conflict-resolution skills. Strong analytical skills with the ability to interpret call center metrics and churn data. Familiarity with billing structures, contract commitments, and competitive telecom landscapes is a plus. Proficiency with CRM tools (e.g., Salesforce, Zendesk), telephony systems (Avaya, Genesys), and MS Excel. Outstanding verbal and written communication skills. - Flexibility: Willingness to work in a 24/7 rotational shift environment (including night shifts and weekends, depending on the client geography). .