Head - Telephony Operation Center

Head - Telephony Operation Center

Exp – 6-12 Years

Location – Gurgaon

Key Accountabilities:

- Responsible for 24*7 RUN for outstanding customer experience.

- Telephony portfolio of services; Switched Voice, Contact Center Solutions, VOIP and IPT Services ( Ecosystem), Value Added services and / or integration of all these.

- Provide technical assistance and keep close control across the supportive teams of the day-to-day

- Telephony escalated incidents/problems in order to achieve outstanding customer experience, professional and consistent delivery of quality service and achievement of operational targets while sustaining employee satisfaction.

Knowledge and Abilities:

- Excellent management & customer service skills. Customer Service oriented, customer focused.

- Excellent interpersonal skills.

- Exemplary time management, organizational and communication skills

- Ability to work under pressure.

- Ability to deal with multiple tasks.

- Strong experience in Telephony technologies and their operations

- Very good operational experience in either Cisco or Avaya or Microsoft Lync or Alcatel IPT product suites and at least one or more of the following:

Genesys, Voice Network and protocols (e.g. SS7, H323, MGCP),

LAN/WAN topologies and protocols

Desktop products.

Systems/Network Management (Orchestra, Netcool, Spectrum,)

- Excellent leadership skills.

- Presentation skills

- Good people and change management skills; conflict handling Skills

- Professional image.

- Ability to build relationships with peer and management levels both with clients and the company management

- Proactive, self motivated and determined attitude.

- Good PC skills and application knowledge.

- Problem solving skills.

- Tenacity.

- Flexibility in terms of working hours.

- Proficient in English both written & spoken.

- Leadership and Matrix Management

- Operational and Financial Excellence

- Recruitment experience in Competency based assessment processes.