Lead -Cloud Communication Onboarding(CCaaS & UCaaS)

Job Description

Job responsibility Lead- Converged Communication -Smartflo Onboarding ONB support is responsible for timely cost-effective Customer Service Delivery, 30 day Assurance Project Management for the Smartflo related products. Major responsibilities include: Create Enable smart operational process for Smartflo related products Manage Delivery for 250+ orders every month with 6000+ channels Responsible for Partner Training, Audits, Automation, Analytics for Smartflo Responsible to implement oversee segmented service delivery across value customers Engage with stake holders to mitigate escalations also prioritize transactions Design of SOPs and SOW for the Onboarding 30 day support for Smartflo Ensure to inform Program Managers on field for coordination of demos and customer acceptance Coordination with Switch, IP and Platform Teams for configurations Coordinate with Network IT Switch for issues related to that domain. Responsible for Delivery NPS taking corrective action to improve NPS Responsible to drive Delivery Cycle Time Reduction enhance Install MRC Improvement projects Dashboard Management: Create Operational dashboard for monitoring quality of delivery, timeliness of delivery and CSAT Cross-Functional Stakeholder Management: Collaborate with various teams including: PM team for demo, Switch, IP , demo customer acceptance. NOC Team for the circuit level provisioning. Partner teams for ONB ONB support Quality reports The aspirant for this role must have in-depth understanding about the Service Delivery Post Sales, Overall Assurance and Partner Management. Span of control: 15+ Partner manpower Key Customer Business, Service Management, Customer Finance Necessary Preferred Skills Over 7-8 years of experience in Contact Centre Management. Program Management, Service Delivery, Proven track record of leading diverse teams. Strong understanding of customer service, and technical knowledge of cloud products Excellent problem-solving, communication skills. Proficiency in data analysis and reporting, with the ability to generate insightful MIS reports Ability to work with cross functional teams Working experience with prominent telecom operators for Service Assurance Delivery, and Operations, Partner Management Qualification Diploma(Telecom / Communication / Instrumental) , BSc (Technical) Overall Work Experience Over 7-8 years of experience in Contact Centre Management. Program Management, Service Delivery, specializing in Telecom products Behavioural Attributes Positive thinking Team player Good listener Calm, Composed Ability to absorb pressure