Job Summary
Liscom Solutions & Services Pvt. Ltd. is looking for an experienced and technically oriented Operations Manager to manage the day-to-day operations of the VI Telecom Technical Support Team.
The ideal candidate should have a strong understanding of Telecom technologies, network-related customer complaints, CRM operations, and customer lifecycle management, along with proven experience in team leadership and SLA-driven operations.
The candidate will be responsible for ensuring timely resolution of customer network complaints, effective workforce management, team performance, operational reporting, and coordination with Network, Field, and Technical teams.
Key Responsibilities
- Manage the day-to-day activities of the Technical Support Team, including attendance, work allocation, leave management, and task completion within defined TATs.
- Manage and monitor customer network complaint queues and ensure appropriate assignment of cases to team members.
- Ensure all customer network complaints are handled and resolved within defined SLA and TAT requirements.
- Conduct new-joiner training on process, systems, CRM, customer handling, and operational procedures.
- Coordinate with Network, Field, Technical, and other relevant stakeholders for timely resolution of network-related complaints.
- Monitor the status of open complaints and follow up on pending cases to ensure timely closure.
- Handle Prepaid and Postpaid CRM activities, including customer ID creation, modification, management, and related process activities.
- Monitor team productivity, quality, attendance, adherence, and overall operational performance.
- Provide regular coaching, feedback, and performance guidance to team members.
- Identify performance gaps and implement corrective and improvement measures.
- Prepare and review daily, weekly, and monthly operational reports and MIS.
- Analyze complaint trends, recurring issues, and operational challenges and recommend suitable process improvements.
- Ensure adherence to company policies, SOPs, process guidelines, and quality standards.
- Ensure required infrastructure, systems, tools, and resources are ready and available for smooth day-to-day operations.
- Coordinate with management and internal stakeholders on operational requirements and performance.
- Handle escalations and ensure effective communication and timely resolution.
- Support process improvement and automation initiatives wherever applicable.
Required Skills & Qualifications
- Bachelor's degree in any discipline; technical/telecom-related qualifications will be an added advantage.
- Relevant experience in Telecom, Technical Support, Customer Support, BPO, or Contact Centre Operations.
- Previous experience in an Operations Manager / Team Manager / Process Manager role is preferred.
- Strong understanding of Telecom technologies including 2G, 4G, and 5G.
- Good understanding of network-related customer complaints and their resolution processes.
- Hands-on or strong working knowledge of CRM software and CRM-based operations.
- Understanding of the customer lifecycle in the Telecom industry.
- Strong leadership, team management, and workforce coordination skills.
- Excellent communication and customer-handling skills.
- Strong problem-solving, analytical, and decision-making abilities.
- Ability to work in a fast-paced, target-oriented, and SLA-driven environment.
- Proficiency in MS Office, particularly MS Excel, and operational reporting tools.
- Knowledge of MIS reporting and performance analysis.
- Knowledge of automation tools or scripting languages such as VBA/VB or Python will be an added advantage.
- Ability to coordinate effectively with multiple internal and external stakeholders.
Preferred Experience
Candidates with experience in the following areas will be preferred:
- VI / Vodafone Idea Telecom Operations
- Telecom Technical Support
- Network Complaint Management
- Prepaid & Postpaid CRM Operations
- Customer Service / Contact Centre Operations
- SLA & TAT Management
- Team Leadership and Workforce Management
Key Performance Areas
- SLA & TAT Achievement
- Complaint Resolution & Closure
- Team Productivity
- Quality & Process Compliance
- Customer Satisfaction
- Attendance & Adherence
- CRM Accuracy
- MIS & Reporting
- Stakeholder Coordination
- Process Improvement
How to Apply : Interested candidates can apply through Indeed or contact: 9072610005 / [email protected]
Pay: From ₹28,000.00 per month
Benefits:
- Commuter assistance
- Flexible schedule
- Health insurance
- Life insurance
- Paid sick time
- Provident Fund
Work Location: In person
