DM/AM - Operations - Telecom

This is Megha from eFuture IT and Management Services Pvt ltd, Pune. We are into Leadership hiring.

Please find the JD for DM/AM operations for MNC Telecom company for Ahmedabad location.

SKILLS-

- Identifies causes for non-achievement of SLAs, develop solutions and execute the same.

- Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client.

- Reviews and analyses performance reports against targets on a weekly/monthly basis with Team Managers and with client to investigate causes for performance deviations.

- Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.

- Conducts dip checks of parameters that impact performance to ensure data integrity

- Conducts weekly reviews with team managers and open house with the entire floor to be updated on all floor issues / concerns.

- Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.

- Monitors compliance adherence through timely audits, generating awareness on the floor etc.

- Participates in client / internal review calls and handles escalations.

ROLE PURPOSE

People management

Delivery management

KEY ACCOUNTABILITIES

Current Manager is a potential attrition which will impact basic deliverables.

Internal team and End customer interaction

People / Team management and working towards delivering the required targets

Suggest process improvements and drive team to work differently but within process guidelines

Experience in International operations - Voice / Non Voice

Excellent English written & verbal communication skills, excellent interpersonal skills

ROLE DIMENSION

- Interacting with internal and external customers

- Driving team to achieve targets

- Customer interaction through Whitemail and Outbound Calls / Internal calls

- Managing escalations

SPECIFICATIONS

- Graduate with Minimum of 2 Years of Exp as People Manager

- Experience in International operations - Voice / Non Voice - Telecom

- People Manager

- Team player

- Motivator

Megha/Swati