Operational Efficiency Expert

2 weeks ago

Pushkar, Rajasthan, India beBeeExcellence Full time ₹ 87,75,000 - ₹ 1,41,25,000
Operations Excellence Specialist

We are seeking a highly skilled and detail-oriented individual to fill the role of Operations Excellence Specialist. This key position will play a pivotal role in ensuring seamless onboarding of clients, efficient coordination with telecom operators, and effective monitoring of messaging traffic to drive operational efficiency and client satisfaction.

This role requires strong cross-functional collaboration with Sales, Technical, and Partner teams, both domestically and internationally. As an Operations Excellence Specialist, you will be responsible for:

  • Customer Success:
    • Coordinate end-to-end client onboarding by gathering information and technical requirements, provisioning accounts, and ensuring 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 stakeholders and break them down into weekly and daily targets to ensure timely achievement.
  • Telco Coordination:
    • Coordinate with telecom operators and connectivity partners to secure additional capacities and resolve long-pending issues.
  • Reports & Analytics:
    • Publish daily performance reports of clients for review and routing deviations.
    • Identify and analyse reasons for traffic growth or dip, highlighting these with the sales team for corrective action.
    • Pinpoint opportunities for business growth and development.
  • Collaboration:
    • Work closely with other departments, including development, sales, and quality assurance, to ensure a seamless customer experience.
  • Process Improvement:
    • Identify areas for process enhancement and contribute to increasing the efficiency of the support team.
  • Documentation:
    • Develop detailed and accurate documentation of Standard Operating Procedures (SOPs) for regular operations.

As an ideal candidate, you should possess:

  • A bachelor's or master's degree.
  • Hands-on experience/knowledge in CPaaS, A2P SMS, RCS with Routing.
  • Minimum 4+ years of experience in a related role.
  • Proficiency in SQL, advanced Excel, and PowerPoint presentation.
  • Customer Success & Business Operations experience.
  • Excellent communication skills, both technical and non-technical.
  • Interpersonal, verbal, written communication skills, and good customer handling capabilities.
  • Strong presentation skills and proficiency in making one-on-one and group presentations.
  • Business acumen and analytical skills to predict trends.
  • The ability to work in a fast-paced environment.
  • Process, ITIL-V4 certification, and related business operations expertise is a plus.

Join us in this exciting opportunity to safeguard our assets, data, and reputation in the industry. With tremendous growth opportunities, innovative environment, and diverse culture, you will find yourself evolving professionally in our rapidly growing company in the telecom and CPaaS space. Tanla is an equal opportunity employer that champions diversity and inclusion, creating a welcoming environment for all employees.

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