Operations Manager-Outbound Sales Process for Telecom

PRINCIPAL RESPONSIBLITIES

Responsible for service delivery efficiency. He/She is responsible for managing a team together to ensure all client metrics are achieved. He/She is responsible for Process Level Compliance and drive process level projects and initiatives.

Detailed duties and responsibilities:

Drive SLAs and team performance

Manage Customers/Customer requirements on a daily basis.

Continuous improvement through learning and process understanding.

To meet or exceed all delivery targets such as time lines, right first time activities.

To act as a point of contact between the client, management and the team from a delivery perspective.

To act and be accountable for all of the Process and Client Deliverables.

Manage a team of 60-65 members and ensure performance management is driven

Work closely with internal teams to ensure the process is right staffed at all times, compliant from all perspectives

Implement projects process improvements to make the process more profitable

Work closely with the customer to explore more opportunities to grow the business and expand the scope

Work on making the process more efficient.

• Experience in BPO-Telecom domain & Outbound Sales or Up Selling experience is mandatory