Liscom Solutions & Services Pvt. Ltd. is looking for an experienced Operations Manager to manage and lead our VI Telecom Technical Support Operations.

The ideal candidate should have experience in Telecom/Technical Support, CRM operations, network complaint handling, team management, and SLA-driven operations. The candidate will be responsible for managing team performance, ensuring timely complaint resolution, preparing MIS reports, and coordinating with Network, Field, and Technical teams.

Key Responsibilities

- Manage daily operations of the Technical Support Team.
- Allocate work, monitor attendance, productivity, quality, and team performance.
- Monitor customer network complaints and ensure timely resolution within SLA/TAT.
- Handle escalations and follow up on pending complaints.
- Coordinate with Network, Field, Technical, and other teams for issue resolution.
- Manage Prepaid & Postpaid CRM activities, including customer ID creation and related processes.
- Train and support new employees on CRM, processes, systems, and customer handling.
- Conduct regular performance reviews and provide coaching and feedback.
- Prepare daily, weekly, and monthly MIS/operational reports.
- Analyse complaint trends and identify areas for process improvement.
- Ensure compliance with company policies, SOPs, and quality standards.
- Coordinate with management and internal stakeholders for operational requirements.
- Support process improvement and automation initiatives.

Requirements

- Bachelor's degree in any discipline.
- Relevant experience in Telecom,



Technical Support, BPO, Customer Support, or Contact Centre Operations.
- Experience in an Operations Manager / Team Manager / Process Manager role is preferred.
- Good knowledge of 2G, 4G & 5G telecom technologies.
- Strong understanding of network-related customer complaints.
- Hands-on experience with CRM operations.
- Good knowledge of MS Excel, MIS reporting, and performance analysis.
- Strong leadership, communication, problem-solving, and team-management skills.
- Ability to work in a target-oriented and SLA-driven environment.
- Knowledge of VBA/VB, Python, or automation tools will be an added advantage.

Preferred Experience

- VI / Vodafone Idea Telecom Operations
- Telecom Technical Support
- Network Complaint Management
- Prepaid & Postpaid CRM
- SLA & TAT Management
- BPO / Contact Centre Operations
- Team Leadership / Workforce Management

Key Performance Areas

SLA & TAT | Complaint Resolution | Team Productivity | Quality | Customer Satisfaction | Attendance & Adherence | CRM Accuracy | MIS Reporting | Stakeholder Coordination

Benefits

- Provident Fund
- Health Insurance
- Life Insurance
- Paid Sick Time
- Commuter Assistance
- Flexible Schedule

Job Type: Full-time
Location: Kalamassery, Kochi, Kerala

How to Apply

Interested candidates can apply through Indeed or contact: (phone hidden) / [email protected]

Pay: From ₹25,000.00 per month

Benefits:

- Versatile schedule
- Health insurance
- Provident Fund

Work Location: In person

📌 Operations Manager – Telecom Technical Support (Kalamassery)
🏢 Craysol Technologies (I
📍 Kalamassery