Telecom Operations Manager

3 days ago

Solapur, Maharashtra, India beBeeTelecom Full time ₹ 30,00,000 - ₹ 45,00,000

Job Overview:

As a Telecom Operations Manager, you will play a pivotal role in driving customer interactions and streamlining operations.

The demand for skilled Telephony Managers has led to an increased need for professionals who can enhance customer experiences, optimize processes, and leverage technology to drive business success.

This role requires collaboration with senior management to develop strategies that align with organizational goals, ensuring seamless integration of IT infrastructure and telephony solutions.

Key Responsibilities:
  • Develop and implement metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
  • Negotiate with vendors to secure and manage infrastructure-related products and services.
  • Design, engineer, and operate global contact center technology built on heterogeneous platforms.
  • Work closely with business units, IT departments, and external vendors to align telephony solutions.
  • Provide subject matter expertise and guidance on best practices.
  • Implement skills-based routing strategies to efficiently direct customer interactions.
  • Lead the deployment and integration of contact center solutions, including voice, chat, email, and SMS channels.
  • Respond to telephony-related incidents, coordinating with technical teams to resolve issues promptly.

Requirements:
  • Bachelor's degree in Engineering or related field.
  • 10+ years' overall experience.
  • Contact Center domain experience is preferred.
  • Project/implementation experience is essential.
  • Good team management experience.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

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