Global Telecom Operations Manager

6 days ago

Bellary, Karnataka, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Telecom Leadership Role Overview

The demand for skilled professionals in cloud-based contact center solutions has increased, particularly those with expertise in streamlining operations and enhancing customer interactions.

To succeed in this role, focusing on developing technical expertise, problem-solving skills, and effective communication will be key.

Primary Responsibilities:
  • Collaborate with senior management to develop and execute strategies that align with organizational goals.
  • Establish implementation strategy and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
  • Negotiate with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services.
  • Develop disaster recovery plans and conduct testing to detect faults
  • Engage with clients to understand their business objectives and translate them into technical requirements.
  • This role is primarily responsible for designing, engineering, and operations of global contact center technologies built on heterogeneous platforms.
  • Work closely with business units, IT departments, and external vendors to align telephony solutions with business objectives.
  • Provide subject matter expertise and guidance on best practices.
  • Routing & Workflow Optimization: Design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.
  • System Implementation & Integration: Lead the deployment and integration of NICE inContact CXone solutions, including voice, chat, email, and SMS channels.
Required Skills and Qualifications:
  • Bachelor degree in Engineering.
  • 10+ years' overall experience.
  • Good to have Contact Center domain experience.
  • Project / Implementation experience is a must.
  • Good experience in team management.
  • Certifications in contact center management or NICE CXone platforms are advantageous.
What We Offer:
  • A dynamic work environment with opportunities for growth and development.
  • A chance to work with a leading organization in the industry.
  • A competitive compensation package.

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