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Operations Specialist
2 weeks ago
We are seeking a highly skilled Operations Specialist to join our team. This individual will be responsible for ensuring the smooth onboarding of clients, maintaining seamless coordination with telecom operators, and monitoring messaging traffic to support operational efficiency and client satisfaction.
This role involves cross-functional collaboration with Sales, Technical, and Partner teams, both domestic and international.
- Key Responsibilities:
Customer Success
The selected candidate will coordinate end-to-end client onboarding by gathering information and technical requirements, provisioning accounts, and ensuring seamless internal coordination for a smooth customer experience.
They will provide support to customers during account configuration, assisting in issue resolution to ensure successful integration and traffic initiation.
Additionally, they will monitor traffic post-onboarding to analyze performance trends and provide early-stage support.
- Traffic Assurance:
The ideal candidate will track monthly traffic targets received from internal stakeholders and break them down into weekly and daily targets.
They will then monitor and achieve these targets to ensure operational efficiency.
- Telco Coordination:
Responsibilities include coordinating with telecom operators and connectivity partners for additional capacities and obtaining RFPs.
The selected candidate will work closely with telco account managers to follow up and resolve long-pending technical, commercial, or operational issues in a timely manner.
- Reports & Analytics:
The candidate will publish daily performance reports of clients for review, routing deviations.
They will monitor traffic from customers, identify and analyze reasons for traffic growth or dip, and highlight them with the sales team for corrective action.
Opportunities will also be identified and published.
- Collaboration:
The ideal candidate will work closely with other departments, including development, sales, and quality assurance to ensure a seamless customer experience.
- Process Improvement:
Responsibilities include identifying opportunities for process improvement and contributing to enhancing the efficiency of the support team.
- Documentation:
The selected candidate will create and maintain detailed and accurate documentation of SOPs for regular operations.
This will include creating and updating procedures, policies, and guidelines.
Requirements
To succeed in this role, the selected candidate must possess:
- Bachelor's/Master's degree
- Hands-on experience/knowledge of 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 analytical and predictive skills
- Passionate and able to work in a fast-paced environment
- ITIL-V4 and certification related to business operations is a plus
About Us
We offer impactful work, tremendous growth opportunities, and an innovative environment where innovation is celebrated.
We are committed to creating an inclusive environment for all employees and strive to make a difference in the industry.
