
Operational Efficiency Manager
2 days ago
Job Overview:
We are seeking a detail-oriented and skilled Operational Efficiency Specialist to ensure seamless onboarding of clients, maintain coordination with telecom operators, and monitor messaging traffic.
- Key Responsibilities:
- Customer Onboarding:
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 Monitoring:
Track monthly traffic targets received from stakeholders and break them into weekly and daily targets to ensure monitoring and achievement.
- Telco Liaison:
Coordinate with telecom operators and connectivity partners for additional capacities and resolve long-pending issues in a timely manner.
- Performance Reporting:
Publish daily performance reports for review, routing deviations, and identify opportunities for growth or dip.
- Team Collaboration:
Work closely with development, sales, and quality assurance teams to ensure a seamless customer experience.
- Process Optimization:
Identify opportunities for process improvement and contribute to enhancing the efficiency of the support team.
- Documentation Maintenance:
Create and maintain detailed documentation of SOPs for regular operations.
Requirements:
- 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 related role
- Knowledge of SQL, advanced Excel, and PowerPoint presentation
- Customer Success & Business Operations experience
- Excellent communication and interpersonal skills
- Exceptional presentation skills and proficiency in making presentations
- Good understanding of business numbers and analytical skills
- Ability to work in a fast-paced environment
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