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 rapid paced, high volume environment
• Excellent Written and interpersonal communication skills
• Must have good Problem solving skills & skills in adapting, multi-tasking and trouble shooting
• Ability to effectively set and manage expectations

📌 Operations Manager (Mumbai)
🏢 TP
📍 Mumbai