Manager - Telecom Operations - BPO

Manager - Telecom Operations - US Shifts

This opportunity is with a reputed client which is a global leader in BPM services.

Roles and responsibilities

- Lead and manage a team of Telecom Operations professionals

- To execute day to day planning of daily deliverables as per SLA

- Define and monitor OLAs in accordance with the client SLAs and ensure client satisfaction is met or exceeded

- Review monthly reports, progress and performance of projects and design game plans to enhance the same

- Resolution of issues proactively with customers

- Ensure team members are rightly motivated to deliver their best

- To help the team in delivering superior customer service consistently and act as a conduit between front liners and management.

- Transition Planning and Coordination

- Identifying Value additions and Process Improvement Initiatives

- Process Metrics review with the senior management and the team

- Reporting the financial metrics dashboard to the internal management team

- FTE Capacity Planning Vs Forecasted workload/volumes with clients

Desired Skills and Abilities :

- Graduate/PG with 8+ years of overall experience with at least 3-4 years in International Telecom operations(preferably recent) in a BPO.

- Must have managed teams of 50+ in telecom operations

- Exceptional communication skills

- Able people Management skills.

- Operations planning techniques and execution capabilities

- Customer service and conflict resolutions skills

- Has the potential to gain trust and rapport building

- Awareness of quality standards like ISO & ISMS

- Open to work in US rotational shifts