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 robust 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 rapid 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 (India)
🏢 TP
📍 India