Manager - Operations - Front End - Telecom

Operations Manager (Front End)

We are currently hiring an Operations Manager (Front End) for a Telecommunication Company that is a leader in the telecom vertical.

Major Deliverables :

- Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice & Data products (including all KRAs and KPIs defined for this process) for Priority customers.

- Handling shared KPIs/KRAs between teams.

- Handling and delivering of the BPO objectives in a dynamic telecom scenario.

- Implementation of continuous improvements in customer experience through process re-engineering, system enhancements and automation.

- Responsible for planning and execution of the day to day operational parameters.

- Ensure statutory compliance and compliance to all internal & external audits.

- Develop high level of customer focus in the Priority organization.

- Develop strong internal processes for efficient manpower planning, recruiting, training, coaching, recognition, workflow patterns, performance standards and supervision.

- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.

- Provide effective leadership and development amongst the agents and TLs of the contact center, including ER & floor activities.

- Responsible to Cultivate a strong, informed, multi skilled and well-trained team.

Implement performance management and performance review processes.

Essential Attributes :

- Customer centric and high focus on customer facing processes.

- Excellent grip on high end data and voice products.

- Excellent hands on experience in handling call center & complaint management operations for high end customers.

- Strong people management skills.

- Experience in process re-engineering.

- Experience in handling high potential dynamic teams.