Telecom Manager-BPS

Job Responsibilities :

• Manage a diverse team of 150 to 200 FTEs, fostering a collaborative and inclusive work environment that promotes professional growth and development.

• Monitor and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement and implementing data-driven solutions.

• Develop and implement operational strategies, policies, and procedures to streamline processes, enhance efficiency, and improve overall customer satisfaction.

• Collaborate with cross-functional teams to ensure alignment and seamless integration of customer service strategies with overall business objectives.

• Oversee the recruitment, training, and development of customer service representatives, ensuring they have the necessary skills and knowledge to deliver exceptional service.

• Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency.

• Represent the organization at client engagements, building strong relationships and ensuring customer satisfaction and retention.

• Stay up-to-date with industry trends, best practices, and emerging technologies to continuously enhance customer service operations.

Job Responsibilities :

• Experience in leading and managing inbound customer service teams across multiple regions and cultures.

• Proven ability to drive process improvements and implement innovative solutions to enhance operational efficiency and customer satisfaction.

Criteria :

(Must have)

• Graduate/Post Graduate

• Minimum 12 years of relevant experience in managing domestic inbound customer service operations with a deep understanding of cultural nuances and regional regulations.

• Proven ability to manage inbound customer service operations and handle complex customer inquiries.

• Strong team management experience

Criteria :

(Desired)

• Excellent leadership and people management skills with the ability to motivate and inspire teams.

• Proficiency in multiple languages would be an added advantage.