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.
Didn’t find the job appropriate? Report this Job
Download the iimjobs app to
apply for jobs anywhere, anytime
Download on
App Store
Get it on
Google Play
Scan to Download