Team - Customer Service & Operations Team
Position - Head of Security Operations
Experience - 12+ years
Band- MLP
Mission / role purpose
- Manage teams of ESC Contact Center Services Experts (recruitment, training planning, resource management, and task allocation, on call procedures, performance management & reporting).
- Deliver Customer Provisioning, configurations on CC services - moves, adds, changes right every time on time meeting or exceeding the SLAs ensuring outstanding customer experience.
- Contribute to the development of processes and procedures working with teams globally.
Experience
- 12 to 15 years of work experience in Telecom domain
- Minimum 4-5 years of people management experience
Good Understanding of the following:-
- Prior experience of managing technical teams (network technologies)
- Hands on Experience on Network configuration
Skill Profile
- Excellent customer service skills.
- Excellent leadership skills
- Exemplary people and change management skills
- Ability to build relationships with peer and management levels both with clients and the company management
Excellent interpersonal skills:-
- Good time management, organizational and communication skills
- Ability to work under pressure and deal with multiple tasks.
- Proactive, self-motivated
- Problem solving skills.
- Leadership and Matrix Management
- Operational and Financial Excellence
Education, qualifications, and certifications
- B.E in electronics and telecommunication or any other equivalent degree.
- Contact Centre (Cisco, Genesys) certification is preferred.
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