Overview:
Job Description
Good communication skills to understand and interact with US Clients
Telecom knowledge with international Order Management, technical Provisioning and troubleshooting.
Ability to manage multiple priorities in a fast-paced environment, use proper discretion in evaluating/elevating customer order issues, work as a team player and defuse difficult situations.
The ability to take initiative and accountability in obtaining general knowledge of service delivery systems.
Must be able to work flexible hours on a rotating schedule including evenings, holidays, weekends, and overtime.
Responsibilities:
Job Description
Good communication skills to understand and interact with US Clients
Telecom knowledge with international Order Management, technical Provisioning and troubleshooting.
Ability to manage multiple priorities in a fast-paced environment, use proper discretion in evaluating/elevating customer order issues, work as a team player and defuse difficult situations.
The ability to take initiative and accountability in obtaining general knowledge of service delivery systems.
Must be able to work flexible hours on a rotating schedule including evenings, holidays, weekends, and overtime.
Requirements:
Job Requirements
Handling a team of 30+ team members
Responsible for Client Relationship Management
Oversee activities and services to ensure seamless day to day operations and service availability to customers
Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process.
Strategic planning and deployment
Attending review with the client through Daily/Weekly/Monthly calls and Presentations.
Adept in building and driving the teams in a proper way to achieve client Metrics like CSAT, QUALITY, PRODUCTIVITY.
To be a Catalyst in aiding knowledge building and best practices sharing across groups of employees
Acting as central point of contact for customers
To Lead, develop, and motivate team member(s) by taking full responsibility for individual and team performance and their career aspiration goals
