Operations Expert

4 days ago

Alleppey, Kerala, India beBeeBusiness Full time ₹ 80,00,000 - ₹ 1,50,00,000

Job Title: Operations Specialist

About the Role:

We are seeking an exceptional Operations Specialist to join our team. The successful candidate will be responsible for ensuring seamless client onboarding, maintaining coordination with telecom operators, and monitoring messaging traffic to drive operational efficiency and customer satisfaction.

Key Responsibilities:
  • 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 analyze performance trends and provide early-stage support.
  • Traffic Assurance:
    • Track monthly traffic targets received from internal stakeholders and break them into weekly and daily targets to ensure timely achievement.
  • Telco Coordination:
    • Coordinate with telecom operators and connectivity partners for additional capacities and resolve long-pending technical, commercial, or operational issues.
  • Reports & Analytics:
    • Publish daily performance reports of clients for review and routing deviations.
    • Monitor traffic from customers, identify reasons for growth or dip, and highlight opportunities with the sales team.
  • 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 SOPs for regular operations.
Requirements:
  • Bachelor's/Master's degree.
  • Hands-on experience/knowledge in CPaaS, A2P SMS, RCS with Routing.
  • Minimum 4+ years of experience in the job offered or in a related role.
  • Knowledge in SQL, advanced Excel, and PowerPoint presentation.
  • Customer Success & Business Operations experience.
  • Able to communicate both technically and non-technically.
  • Exceptional interpersonal, verbal, written communication skills and good customer handling capabilities.
  • Possess excellent presentation skills and proficiency at making one-on-one and group presentations.
  • Good understanding of business numbers and sharp analysis/prediction of trends.
  • Passionate about working in a fast-paced environment.
  • Process, ITIL-V4, and certification related to business operations is a plus.

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