He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems.
Customer Operations Senior Process Manager Responsibilities
Prepares performance reports by collecting, analysing, and summarizing data and trends
Ensure Critical Performance Metrics are met consistently
Lead client/vendor reviews/calibrations
Revert to client/vendor queries on routine issues
Provide cutting-edge ideas to optimize internal metrics & ensure critical matrices are met timely
Manage multiple teams
Perform audits and quality checks on Team Leads & Floor Supports
Provide feedback to the Team Leads & Floor Supports periodically on their performance
Ensure cross skilling and periodic process re-verification to ensure resource pool
Perform Training Need Identification for teams
Perform Bottom Quartile Management
Ensure directives from senior leadership are percolated and acted upon
Hold periodic meetings, discuss task delegation and review issues
Conduct team huddles and meetings to discuss operational updates
Build team spirit through group sessions, activities, and projects
Focus on retention of staff through career mapping & guiding team members
Advocate and follow organizational policies and procedures
Adhere to the information security requirements
Ensure all client deliverables met within timelines
Ensure productivity/quality enhancement and process meet all metrics
Remediation of any major incident
Manage client MBR/QBR deck, client calls and reviews
Minimum Qualifications
Overall, experience of 9+ years and should be a graduate or post graduate in any specialisation
Preferred Qualifications
Pay: ₹1,015,036.49 - ₹1,458,654.58 per year
Advantages :
Provident Fund
Application Question(s):
Do you knowledge of SLA
KPI CSAT
Experience :
Understanding of repair process in Telecom & Cable industry: 3 years (required)
Work Location: In person
📌 Customer Operations Manager Pune (India)
🏢 SnapFind
📍 India
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