The ideal candidate will have an ability to create and maintain an efficient system of operation to support the business needs. The candidate should be comfortable multitasking and working cross-functionally with different business units. The ideal candidate will have previous experience in related fields.

Responsibilities:

- Ensure adherence to SLAs (Productivity, Accuracy, time in queue, average processing time) by the team
- Manage telecom enterprise business & handle retentions
- Developing strong relationships with peers and all member service teams.
- Identifying and eliminating barriers to accuracy, productivity, and quality of work.
- Should understand Real time Reporting, Service level, AHT etc
- Escalation Management skills – Able to work on escalations and ensure they are resolved.
- Able to manage multiple teams across the entire process




- Flexible working hours – Should be available as per the client requirement
- Resilient enough to extend shifts
- Open to learning the process and managing tasks that are done at an agent level.
- Ability to build and maintain strong client relationship.
- Responsible for Business continuity.

Qualifications & Competencies:

- Bachelor’s Degree Preferred
- Experience: Mandatory experience of telecom industry
- Passionate about customer success
- Attention to detail. & good analytical skills
- Work well in a fast paced, high volume environment
- Excellent Written and interpersonal communication skills
- Must have valuable Problem solving skills & skills in adapting, multi-tasking and trouble shooting
- Ability to effectively set and manage expectations

📌 Operations Manager (Mumbai)
🏢 TP
📍 Mumbai