Job Summary

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

The ideal candidate must have hands-on experience in Telecom and CRM operations, along with strong experience in BPO/customer support operations, team management, KPI monitoring, and achieving operational targets.

CRM and Telecom experience is mandatory. Previous experience in VI operations/processes will be an added advantage. Immediate joiners are preferred.

Key Responsibilities

- Manage and oversee daily BPO and customer support operations for the VI process.
- Lead and manage Team Leaders and customer support teams.
- Monitor KPIs, productivity, quality, attendance, adherence, and overall team performance.
- Ensure achievement of operational targets and SLAs.
- Monitor CRM operations, system usage, customer interactions, case handling, and data accuracy.
- Handle customer and operational escalations and ensure timely resolution.
- Prepare and analyze daily, weekly, and monthly MIS reports.
- Conduct regular performance reviews and implement improvement plans where required.
- Manage manpower planning, shift scheduling, attendance, and workforce requirements.
- Identify operational gaps and implement process improvements.
- Coordinate with HR for recruitment, onboarding, training, employee performance, and disciplinary matters.
- Ensure compliance with company policies,



process guidelines, and quality standards.
- Work closely with management and internal stakeholders to improve operational efficiency and service quality.
- Support employee engagement and retention initiatives.

Requirements

- Bachelor's degree in any discipline.
- Relevant experience in BPO, Telecom, Customer Support, or Contact Centre Operations.
- Previous experience as an Operations Manager, Assistant Operations Manager, or similar leadership position.
- Mandatory: Hands-on experience with CRM systems.
- Mandatory: Telecom operations/process experience.
- VI process/operations experience is highly preferred.
- Strong experience in team handling and performance management.
- Good knowledge of KPI, SLA, MIS, productivity, quality, and workforce management.
- Excellent leadership, communication, problem-solving, and decision-making skills.
- Good knowledge of MS Excel and operational reporting.
- Ability to work in a target-oriented and fast-paced environment.
- Immediate joiners preferred.

Benefits

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

How to Apply : Interested candidates can contact: (phone hidden) / [email protected]

Pay: From ₹28,000.00 per month

Benefits:

- Adaptable schedule
- Internet reimbursement
- Life insurance
- Provident Fund

Work Location: In person

📌 Operations Manager (Kalamassery)
🏢 LISCOM SOLUTIONS & SERVICES
📍 Kalamassery