- Key Responsibilities

- Lead and manage 40-60 employees, including Team Leaders and frontline executives.

- Drive sales, productivity, quality, compliance, and customer-experience targets.

- Conduct team meetings, performance reviews, coaching sessions, and one-on-one discussions.

- Guide Team Leaders in performance management, employee development, and floor operations.

- Monitor sales conversion, revenue, quality, installations, cancellations, attendance, adherence,

- productivity, and lead utilization.

- Identify low performers and implement structured performance-improvement plans.

- Maintain employee discipline, engagement, and motivation while controlling attrition.

- Coordinate with Quality, Training, Workforce Management, HR, IT, and senior management.

- Ensure adequate staffing, shift coverage, break management, and workload allocation.

- Review customer complaints, sales cancellations, repeat issues, escalations, and compliance failures.

- Ensure agents communicate accurate product, pricing, promotion, installation, contract, and billing
- information.

- Prevent misrepresentation, incorrect commitments, and unauthorized sales practices.

- Ensure accurate CRM documentation and proper disposition of every customer interaction.

- Prepare and present daily, weekly, and monthly operational reports.

- Identify operational gaps, implement corrective action, and maintain a visible floor presence

Experience Requirements

- 6-12 years of experience in BPO, contact-centre, telecom, customer service, or sales operations.

- At least 2-3 years managing 40 or more employees, directly or through Team Leaders.





- Prior experience managing Team Leaders and frontline employees is essential.

- Telecom sales or customer-support experience is strongly preferred.

- Exposure to US telecom processes such as DIRECTV, ATT, internet, wireless, cable, satellite, or
- broadband is advantageous.

- Experience in a target-driven inbound or outbound sales environment is desirable.

- Assistant Managers, Senior Team Managers, Deputy Managers, or experienced Team Leaders managing
- multiple teams may apply.

Required Skills

- Solid leadership, people management, coaching, and conflict-resolution skills.

- Excellent communication, interpersonal, analytical, and problem-solving abilities.

- Sound understanding of contact-centre operations and performance metrics.

- High ownership, accountability, and the ability to perform under pressure.

- Proficiency in Excel, CRM systems, dialers, and performance dashboards.

- Willingness to work from the Noida office during US shifts.

Educational Qualification

- Graduate degree in any discipline is required.

- MBA or postgraduate qualification in Operations, HR, or Business Management is preferred but not
- mandatory.

- Relevant operational experience and demonstrated leadership ability will receive greater weight.

Key Performance Indicators

- Sales conversion, revenue achievement, productivity, and target attainment.

- Quality, compliance, installation, activation, retention, and cancellation performance.

- Attendance, schedule adherence, employee engagement, and attrition.

- Team Leader effectiveness, customer complaints, escalations, and reporting accuracy.

- Overall stability and performance of the telecom process

This job is provided by Shine.com

📌 Urgent |Telecom Process Assistant Manager - Operations (Noida)
🏢 Sharda Consultancy Services
📍 Noida