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
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