Must Have Technical/Functional Skills
Understanding of Telecom domain, Wire center, Copper to Fiber migration, Contact Center, SLA - Setting up monitoring Governing and reporting KPI & Metrics, Team, Customer and SLA/SOW Management, Internal/External Stakeholder Management
Roles & Responsibilities
Set up and oversee daily operations and ensure SLA/KPI adherence
Monitor team productivity and drive performance improvements
Manage and coach Engagement Managers and agents
Handle escalations and ensure timely resolution
Support process improvements and operational efficiency
Track and report key performance metrics
Drive daily/weekly governance and reporting with clients, sharing updates and addressing risks and mitigations
Generic Managerial Skills:
Drive daily/weekly governance with clients, sharing updates and addressing risks
Performance monitoring and reporting from People, Process, Technology and Cost (P&L perspective) Customer and SLA/SOW Management
Salary Range: $120,000-$140,000 a year