Job Summary

Liscom Solutions & Services Pvt. Ltd. is looking for an experienced and performance-driven Process & Operations Manager to manage and oversee the day-to-day operations of our VI Telecom process.

The candidate will be responsible for managing customer support operations, leading Team Leaders and operational teams, monitoring performance, ensuring process compliance, and achieving business targets.

Hands-on CRM experience and Telecom process experience are mandatory. Candidates with previous experience in VI operations/processes will be given preference. Immediate joiners are preferred.

Key Responsibilities

- Manage and oversee the daily operations of the VI Telecom process.
- Lead, guide, and manage Team Leaders and customer support teams.
- Monitor and improve key operational metrics including KPI, SLA, productivity, quality, attendance, and adherence.
- Ensure achievement of daily, weekly, and monthly operational targets.
- Manage CRM operations and ensure proper usage, data accuracy, case tracking, and process compliance.
- Monitor customer interactions, service requests, escalations, and case resolution through CRM.
- Handle critical customer and operational escalations and ensure timely resolution.
- Prepare, review, and analyze daily, weekly, and monthly MIS reports.
- Conduct regular performance reviews and identify areas for improvement.
- Develop and implement performance improvement plans for underperforming employees.
- Plan manpower requirements, shift schedules, attendance, and workforce allocation.
- Identify process gaps and implement strategies to improve productivity, quality, and operational efficiency.




- Coordinate with HR for recruitment, onboarding, training, employee performance, and disciplinary matters.
- Coordinate with management and internal stakeholders to achieve operational objectives.
- Ensure adherence to company policies, process guidelines, quality standards, and compliance requirements.
- Support employee engagement, motivation, and retention initiatives.

Required Skills & Qualifications

- Bachelor's degree in any discipline.
- Relevant experience in BPO, Telecom, Customer Support, or Contact Centre Operations.
- Proven experience in a Managerial / Process Management / Operations Management role.
- Mandatory: Hands-on experience with CRM systems.
- Mandatory: Previous Telecom process/operations experience.
- Experience in VI operations/processes will be an added advantage.
- Strong experience in team handling and people management.
- Valuable understanding of KPI, SLA, productivity, quality, adherence, and workforce management.
- Strong knowledge of MIS reporting and MS Excel.
- Excellent communication, leadership, analytical, problem-solving, and decision-making skills.
- Ability to work in a target-driven and fast-paced BPO environment.
- Strong escalation and conflict-management skills.
- Immediate joiners are preferred.

What We Offer

- Provident Fund
- Health Insurance
- Life Insurance
- Paid Sick Time
- Internet Reimbursement
- Flexible Schedule

How to Apply : Interested candidates can apply through Indeed or contact: +91-XXXXXXXXXX / [email protected]

Pay: From ₹25,000.00 per month

Benefits:

- Cell phone reimbursement
- Flexible schedule
- Life insurance
- Provident Fund

Work Location: In person

📌 Process & Operations Manager – VI (India)
🏢 LISCOM SOLUTIONS & SERVICES
📍 India