
Senior Operations Coordinator
3 days ago
We are looking for a highly skilled Operations Specialist to ensure seamless client onboarding, coordination with telecom operators, and efficient messaging traffic management.
This role involves cross-functional collaboration with Sales, Technical, and Partner teams, both domestically and internationally.
The ideal candidate will have excellent communication skills, be able to work in a fast-paced environment, and possess strong analytical and problem-solving abilities.
- 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 monitoring and achievement.
- Telco Coordination:
- Coordinate with telecom operators and connectivity partners for additional capacities and to obtain 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:
- Publish daily performance reports of clients for review, routing deviations.
- Monitor traffic from customers, identify and analyze reasons for traffic growth or dip, and highlight with the sales team for corrective action.
- Identify potential opportunities and publish them.
- 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.
Education: Bachelor's or Master's degree.
Experience: Minimum 4+ years of experience in a related field or job offered.
Skills:
- Hands-on experience/knowledge of CPaaS, A2P SMS, RCS with Routing.
- SQL, advanced Excel, and PowerPoint presentation proficiency.
- Excellent interpersonal, verbal, written communication skills, and good customer handling capabilities.
- Passionate about working in a fast-paced environment.
Impactful Work: Play a pivotal role in safeguarding 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.
Equal Opportunity Employer: We champion diversity and are committed to creating an inclusive environment for all employees.
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