Urgent |Telecom Process Assistant Manager - Operations

SHARDA CONSULTANCY SERVICES; Dadri; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

SHARDA CONSULTANCY SERVICES in Noida seeks an experienced Operations Manager to lead 40-60 employees, including Team Leaders and frontline executives. You will drive sales, productivity, quality, compliance, and customer-experience outcomes while coaching teams and conducting performance reviews.

You will collaborate with Quality, Training, Workforce Management, HR, IT, and senior management to ensure staffing, shift coverage, and adherence.

Qualifications

• Graduate degree is required.
• MBA or postgraduate qualification preferred but not mandatory.
• Operational experience and demonstrated leadership will carry greater weight.
• 6-12 years of experience in BPO, contact-centre, telecom, customer service, or sales operations.

Responsibilities

• Lead and manage 40-60 employees, including Team Leaders and frontline executives.
• Drive sales, productivity, quality, compliance, and customer-experience targets.
• Conduct team meetings, performance reviews, coaching sessions, and one-on-one discussions.
• Guide Team Leaders in performance management, employee development, and floor operations.
• Monitor sales conversion, revenue, quality, installations, cancellations, attendance, adherence, productivity, and lead utilization.
• Identify low performers and implement structured performance-improvement plans.
• Maintain employee discipline, engagement, and motivation while controlling attrition.
• Coordinate with Quality, Training, Workforce Management, HR, IT, and senior management.
• Ensure adequate staffing, shift coverage, break management, and workload allocation.
• Review customer complaints, sales cancellations, repeat issues, escalations, and compliance failures.
• Ensure agents communicate accurate product, pricing, promotion, installation, contract, and billing information.
• Prevent misrepresentation, incorrect commitments, and unauthorized sales practices.
• Ensure accurate CRM documentation and proper disposition of every customer interaction.
• Prepare and present daily, weekly, and monthly operational reports.
• Identify operational gaps, implement corrective action, and maintain a visible floor presence

Skills

Leadership

People management

Coaching

Conflict resolution

Communication

Analytical skills

Performance management

Education

Graduate degree

MBA or related postgraduate

Tools

Excel

CRM systems

Dialers

Performance dashboards

Job description

• Lead and manage 40-60 employees, including Team Leaders and frontline executives.
• Drive sales, productivity, quality, compliance, and customer-experience targets.
• Conduct team meetings, performance reviews, coaching sessions, and one-on-one discussions.
• Guide Team Leaders in performance management, employee development, and floor operations.
• Monitor sales conversion, revenue, quality, installations, cancellations, attendance, adherence, productivity, and lead utilization.
• Identify low performers and implement structured performance-improvement plans.
• Maintain employee discipline, engagement, and motivation while controlling attrition.
• Coordinate with Quality, Training, Workforce Management, HR, IT, and senior management.
• Ensure adequate staffing, shift coverage, break management, and workload allocation.
• Review customer complaints, sales cancellations, repeat issues, escalations, and compliance failures.
• Ensure agents communicate accurate product, pricing, promotion, installation, contract, and billing information.
• Prevent misrepresentation, incorrect commitments, and unauthorized sales practices.
• Ensure accurate CRM documentation and proper disposition of every customer interaction.
• Prepare and present daily, weekly, and monthly operational reports.
• Identify operational gaps, implement corrective action, and maintain a visible floor presence

Key Responsibilities

• Lead and manage 40-60 employees, including Team Leaders and frontline executives.
• Drive sales, productivity, quality, compliance, and customer-experience targets.
• Conduct team meetings, performance reviews, coaching sessions, and one-on-one discussions.
• Guide Team Leaders in performance management, employee development, and floor operations.
• Monitor sales conversion, revenue, quality, installations, cancellations, attendance, adherence, productivity, and lead utilization.
• Identify low performers and implement structured performance-improvement plans.
• Maintain employee discipline, engagement, and motivation while controlling attrition.
• Coordinate with Quality, Training, Workforce Management, HR, IT, and senior management.
• Ensure adequate staffing, shift coverage, break management, and workload allocation.
• Review customer complaints, sales cancellations, repeat issues, escalations, and compliance failures.
• Ensure agents communicate accurate product, pricing, promotion, installation, contract, and billing information.
• Prevent misrepresentation, incorrect commitments, and unauthorized sales practices.
• Ensure accurate CRM documentation and proper disposition of every customer interaction.
• Prepare and present daily, weekly, and monthly operational reports.
• Identify operational gaps, implement corrective action, and maintain a visible floor presence

Experience Requirements

• 6-12 years of experience in BPO, contact-centre, telecom, customer service, or sales operations.
• At least 2-3 years managing 40 or more employees, directly or through Team Leaders.
• Prior experience managing Team Leaders and frontline employees is essential.
• Telecom sales or customer-support experience is strongly preferred.
• Exposure to US telecom processes such as DIRECTV, ATT, internet, wireless, cable, satellite, or broadband is advantageous.
• Experience in a target-driven inbound or outbound sales environment is desirable.
• Assistant Managers, Senior Team Managers, Deputy Managers, or experienced Team Leaders managing multiple teams may apply.

Required Skills

• Strong leadership, people management, coaching, and conflict-resolution skills.
• Excellent communication, interpersonal, analytical, and problem-solving abilities.
• Sound understanding of contact-centre operations and performance metrics.
• High ownership, accountability, and the ability to perform under pressure.
• Proficiency in Excel, CRM systems, dialers, and performance dashboards.
• Willingness to work from the Noida office during US shifts.

Educational Qualification

• Graduate degree in any discipline is required.
• MBA or postgraduate qualification in Operations, HR, or Business Management is preferred but not mandatory.
• Relevant operational experience and demonstrated leadership ability will receive greater weight.

Key Performance Indicators

• Sales conversion, revenue achievement, productivity, and target attainment.
• Quality, compliance, installation, activation, retention, and cancellation performance.
• Attendance, schedule adherence, employee engagement, and attrition.
• Team Leader effectiveness, customer complaints, escalations, and reporting accuracy.
• Overall stability and performance of the telecom process

This job is provided by Shine.com