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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 workplace is desirable.
• Assistant Managers, Senior Team Managers, Deputy Managers, or experienced Team Leaders managing
• multiple teams may apply. Required Skills
• Strong 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 (Noida)
🏢 Sharda Consultancy Services
📍 Noida