Company Overview Infimobile a subsidiary of Aryagami operates as a Mobile Virtual Network Operator MVNO in the United States Infimobile leverages Aryagami s innovative BSS OSS Business Support Systems Operations Support Systems solutions to offer cost-effective and flexible mobile plans with nationwide coverage We are committed to providing seamless service and exceptional customer experiences Role Summary Infimobile is seeking a highly motivated and experienced Operations and Escalation Manager to lead our customer-facing operations and manage critical customer issue escalations This role is pivotal in ensuring the smooth day-to-day functioning of our customer support teams while driving effective and effective resolution of complex customer problems Key Responsibilities Operations Management Oversee the daily operations of the customer support team and technical support team ensuring adherence to service level agreements SLAs and operational targets Develop implement and optimize operational processes and workflows to enhance efficiency and customer satisfaction Monitor team performance metrics e g response times resolution rates customer satisfaction scores and implement corrective actions as needed Manage staffing levels scheduling and resource allocation to meet fluctuating demand Collaborate with other departments e g Network Support Back end etc to ensure seamless cross-functional processes Identify opportunities for process automation and technology adoption to improve operational effectiveness Escalation Management Serve as the primary point of contact for all escalated customer issues ensuring timely acknowledgment and resolution Investigate complex customer complaints working cross-functionally to identify root causes and implement lasting solutions Develop and maintain an escalation matrix and clear protocols for handling various types of customer issues Communicate effectively with customers throughout the escalation process providing regular updates and managing expectations Analyze escalation trends to identify systemic issues and propose preventative measures Provide coaching and training to frontline support agents on effective de-escalation techniques and complex problem-solving Team Leadership Development Lead mentor and motivate a team of customer support professionals fostering a high-performance and customer-centric culture Conduct regular performance reviews provide constructive feedback and identify training and development needs Ensure team adherence to all company policies procedures and Critical to Protocol CTP guidelines Qualifications Bachelor s degree in Business Administration Operations Management BE or a related field Minimum of 5-7 years of experience in operations management within a customer service or contact center environment preferably in the telecommunications industry Proven experience in managing customer escalations and complex problem resolution Strong understanding of BSS OSS systems and telecom operations Excellent leadership communication written and verbal and interpersonal skills Demonstrated ability to analyze data identify trends and make data-driven decisions Proficiency in CRM software and contact center technologies Ability to work effectively in a fast-paced dynamic environment Benefits Competitive salary and performance-based bonuses Paid time off and holidays Opportunities for professional development and career growth A collaborative and innovative work setting If you are a results-oriented leader with a passion for operational excellence and customer satisfaction we encourage you to apply Job Type Full-time Pay From 50 000 00 per month Benefits Health insurance Ability to commute relocate Hyderabad Telangana 500081 Reliably commute or planning to relocate before starting work Required Education Bachelor s Required Experience total work 3 years Required Language English Required Work Location In person