Telecom Operations Manager

1 week ago

Dombivli, Maharashtra, India beBeeTelecom Full time ₹ 18,00,000 - ₹ 20,00,000

Job Title: Telecom Operations Manager

Job Summary:

This is a dynamic opportunity to lead the design, implementation and operation of global contact centers built on heterogeneous platforms.

We are seeking an experienced Telecom Operations Manager to join our team. As a key member of our operations team, you will be responsible for driving business success by enhancing customer interactions, streamlining operations, and leveraging technology.

Key Responsibilities:
  • Develop and execute strategies that align with organizational goals in collaboration with senior management.
  • Establish 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.
  • Design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.
  • Continuously assess and refine workflows to enhance customer experience and operational efficiency.
  • Lead the deployment and integration of NICE inContact CXone solutions, including voice, chat, email and SMS channels.
Requirements:
  • 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.
Enablers:
  • A strong understanding of systems maintenance, licensing, configurations and disaster recovery.
  • Fair knowledge of network basics and compliance/security related understanding with respect to voice devices and various platforms.
  • Able to work effectively on multiple projects at a time.
  • Excellent verbal and written English communication, interpersonal and customer service skills.

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