This job description is for a manager position in the BPO space requiring experience in telecom domain. Key responsibilities include engaging with customers, ensuring targets are met, responding to queries and issues, preparing reports, monitoring compliance, and managing employee performance, training, and attrition. The ideal candidate has 4-5 years of relevant telecom experience, strong communication and analytical skills, domain expertise, and certification in Lean Six Sigma.

1. Job Description:
Good domain/Operational expertisein the BPO space(Telecom Domain essential for last4 and 1/2 yrs)
Engage & interactwith onshore to understand requirements & providesolutions
Ensure operational targets areachieved as agreed with customer
Respond to queries, handlelevel 1 escalation and providesolution for closureof open points
Timely escalation of issues to Ops Manager
Preparation of MIS as per process requirement
Ensure team is compliantwith all infosec and quality requirements
Monitoring of Daily Dashboard,and bringingin necessary preventivemeasures through detailed error
analysis
Involvement in ProjectManagement reviews to understand the health of the unitand adopt necessary
controls
Ensure preparation of training& developmental plan for all the team members
Should perform regular reviews with team members
Undertake appraisal activity for associates and providenecessary feedback and supportin terms of
career progression
Manage absenteeism and attrition in the team effectively
Key Skills:
4-1/2 years with relevant experience in MNC Telecom Service domain.
8-10 years with relevant experience in Banking& Financial Servicedomain (Prior to TCS)
Strong communication & interpersonal skills/StrongPeople& Process Management skills
Strong analytical skills
Good Domain knowledge
Completed Lean Six Sigma Green Belt Certification
Expert in MS Excel
Good at preparation of reports