Business Operations Specialist

Job Summary: We are looking for a detail-oriented and Business Operations Specialist will be responsible for ensuring smooth onboarding of clients, maintaining seamless coordination with telecom operators, and monitoring messaging traffic to support operational efficiency and client satisfaction. This role involves cross-functional collaboration with Sales, Technical, and Partner teams, both domestic and international.

What you'll be responsible for?

- Customer Success:

Coordinate end-to-end client onboarding by gathering information and technical requirements, provisioning accounts, and ensuring seamless internal coordination for a smooth customer experience.

Provide support to customers during account configuration, assisting in issue resolution to ensure successful integration and traffic initiation.

Monitor traffic post-onboarding to analyse performance trends and provide early-stage support.

- Traffic Assurance:

Track monthly traffic targets received from the internal stakeholders and by breaking them into weekly and daily target, ensure to monitor and achieve the targets.

- Telco Coordination :

Coordinate with telecom operators and connectivity partners for additional capacities and to get RFPs.

Work closely with telco account managers to follow up and resolve long-pending technical, commercial, or operational issues in a timely manner.

- Reports & Analytics:

Publishing daily performance reports of clients for review, routing deviations.

Monitor the traffic from the customers, identify and analyse the reasons for traffic growth or dip and highlight with the sales team for corrective action.

Identifying potential and publishing the opportunities.

- Collaboration:

Work closely with other departments, including development, sales, and quality assurance to ensure a seamless customer experience.

- Process Improvement:

Identify opportunities for process improvement and contribute to enhancing the efficiency of the support team.

- Documentation:

Create and maintain detailed and accurate documentation of SOP's for regular operations.

What you'd have?

- Bachelor's/Master's degree.
- Must have Hands on Experience/Knowledge on CPaaS, A2P SMS, RCS with Routing.
- Minimum 4+ years if experience in the job offered or in a related role.
- Must have knowledge in SQL, advanced excel and power point presentation.
- Customer Success & Business Operations experience.
- Able to communicate both on a technical and non-technical level.
- Exceptional interpersonal, verbal, written communication skills and good customer handling capabilities.
- Possess excellent presentation skills and proficiency at making one on one and group Presentation.
- Good in understanding business numbers and sharp in analysing and predicting trends.
- Be passionate and able to work in a fast-paced environment.
- Process, ITIL-V4 and certification related to business operations is plus.

Why join us?

- Impactful Work: Play a pivotal role in safeguarding Tanla's assets, data, and reputation in the industry.
- Tremendous Growth Opportunities: Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.
- Innovative Environment: Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated.

Tanla is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees.

www.tanla.com

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