Senior Operations Coordinator

3 days ago

Kanpur, Uttar Pradesh, India beBeeBusiness Full time ₹ 1,20,00,000 - ₹ 1,50,00,000

Business Operations Specialist

Job Description:

As a detail-oriented and results-driven professional, you will be responsible for ensuring seamless client onboarding, maintaining coordination with telecom operators, and monitoring messaging traffic to support operational efficiency and client satisfaction.

Key Responsibilities:
  1. Client Onboarding:
    1. Coordinate end-to-end client onboarding by gathering information and technical requirements, provisioning accounts, and ensuring smooth internal coordination for a successful customer experience.
    2. Provide support to customers during account configuration, assisting in issue resolution to ensure successful integration and traffic initiation.
    3. Monitor traffic post-onboarding to analyze performance trends and provide early-stage support.
  2. Traffic Assurance:
    1. Track monthly traffic targets received from internal stakeholders and break them into weekly and daily targets, ensuring timely achievement.
  3. Telco Coordination:
    1. Coordinate with telecom operators and connectivity partners for additional capacities and RFPs.
    2. Work closely with telco account managers to follow up and resolve long-pending technical, commercial, or operational issues in a timely manner.
  4. Reports & Analytics:
    1. Publish daily performance reports of clients for review and routing deviations.
    2. Monitor traffic from customers, identify and analyze reasons for traffic growth or dip, and highlight corrective actions with the sales team.
    3. Identify potential opportunities and publish them.
  5. Collaboration:
    1. Work closely with other departments, including development, sales, and quality assurance, to ensure a seamless customer experience.
  6. Process Improvement:
    1. Identify opportunities for process improvement and contribute to enhancing the efficiency of the support team.
  7. Documentation:
    1. Create and maintain detailed and accurate documentation of SOPs for regular operations.
Requirements:
  1. Bachelor's/Master's degree.
  2. Hands-on experience/knowledge of CPaaS, A2P SMS, RCS with Routing.
  3. Minimum 4+ years of experience in the job offered or in a related role.
  4. Knowledge of SQL, advanced Excel, and PowerPoint presentation.
  5. Customer Success & Business Operations experience.
  6. Able to communicate both technically and non-technically.
  7. Exceptional interpersonal, verbal, written communication skills and good customer handling capabilities.
  8. Possess excellent presentation skills and proficiency at making one-on-one and group presentations.
  9. Good understanding of business numbers and sharp analytical and predicting trends.
  10. Passionate and able to work in a fast-paced environment.
  11. Process, ITIL-V4, and certification related to business operations are plus.

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