Manager/Senior Manager/Head - Operations - Technical/Fixed Line Call Center

Have requirement for someone who will head the Operations for a team sizing to 80 plus for L1, L2, L3 Tech support for fixed or lease line - National & International support.

- Service Excellence by effective functioning of the Contact Centers (Technical/Fixed Line Call Centers)

- Achieving new business operational efficiency post service roll out.

- Achieving Service deliverables resulting in superior Customer Experience

- Manage Operations, Cross Functional Interlocks, New Initiatives, Process Enhancement, Work Flow Mapping, team mapping, quality.

- Looking out for Graduate, MBA is preferrable with 8 to 11 years experience in BPO Operations & SLA Management

Telecom domain :

- Ability to lead and manage Teams & high People management & interdepartmental coordination skills

- Excellent MIS & Analytical Skills

- Team player, strong influence and relationship management skills, customer centric

- Looking out for someone who has good understanding of technologies related to Fixed line and Lease line MPLS, ILL, VPN.

- Well versed with Telecom jargons such as SLA, MTTR, MTTC