Operations Performance Specialist

23 hours ago

Udaipur, Rajasthan, India beBeeOperations Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Job Summary:

We are seeking a detail-oriented specialist to drive operational efficiency and client satisfaction. This role involves ensuring seamless onboarding of clients, coordinating with telecom operators, and monitoring messaging traffic.

  • Key Responsibilities:
    • Customer Success:
      • Coordinate end-to-end client onboarding by gathering information and technical requirements, provisioning accounts, and ensuring seamless 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 analyze performance trends and provide early-stage support.
    • Traffic Assurance:
      • Track monthly traffic targets received from internal stakeholders and break them into weekly and daily targets, ensuring timely achievement.
    • Telco Coordination:
      • Coordinate with telecom operators and connectivity partners for additional capacities and request for proposals (RFPs).
      • Work closely with telco account managers to resolve long-pending technical, commercial, or operational issues in a timely manner.
    • Reports & Analytics:
      • Publish daily performance reports of clients for review, routing deviations.
      • Monitor traffic from customers, identify and analyze reasons for traffic growth or dip, and highlight opportunities for corrective action with the sales team.
      • Identify potential opportunities and publish them.
    • Collaboration:
      • Work closely with other departments, including development, sales, and quality assurance to ensure a seamless customer experience.
    • Process Improvement:
      • Identify opportunities for process improvement and contribute to enhancing the efficiency of the support team.
    • Documentation:
      • Create and maintain detailed and accurate documentation of standard operating procedures (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 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.
  • Excellent presentation skills and proficiency in making one-on-one and group presentations.
  • Good understanding of business numbers and sharp analytical skills.
  • Passionate about working in a fast-paced environment.
  • ITIL-V4 certification related to business operations is a plus.

About Us:

We champion diversity and create an inclusive environment for all employees. We offer impactful work, tremendous growth opportunities, and an innovative environment where innovation is celebrated.

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