Job
Description
As a subsidiary of Aryagami, Infimobile operates as a Mobile Virtual Network Operator (MVNO) in the United States, leveraging Aryagami's innovative BSS/OSS solutions to provide cost-effective mobile plans with nationwide coverage. At Infimobile, we are dedicated to delivering seamless service and exceptional customer experiences. We are currently looking for a highly motivated and experienced Operations and Escalation Manager to oversee our customer-facing operations and manage critical customer issue escalations. In this role, you will play a key part in ensuring the smooth day-to-day functioning of our customer support teams and driving efficient resolution of complex customer problems. **Key Responsibilities:** **Operations Management:** - Supervise the daily operations of the customer support and technical support teams, ensuring adherence to service level agreements (SLAs) and operational targets. - Develop, implement, and optimize operational processes and workflows to enhance efficiency and customer satisfaction. - Monitor team performance metrics such as response times, resolution rates, and customer satisfaction scores, implementing corrective actions as necessary. - Manage staffing levels, scheduling, and resource allocation to meet fluctuating demand. - Collaborate with other departments to ensure seamless cross-functional processes. - Identify opportunities for process automation and technology adoption to improve operational effectiveness. **Escalation Management:** - Act as the primary point of contact for escalated customer issues, ensuring timely acknowledgment and resolution. - Investigate complex customer complaints, working cross-functionally to identify root causes and implement lasting solutions. - Develop and maintain an escalation matrix and clear protocols for handling different types of customer issues. - Communicate effectively with customers throughout the escalation process, providing regular updates and managing expectations. - Analyze escalation trends to identify systemic issues and propose preventative measures. - Provide coaching and training to frontline support agents on effective de-escalation techniques and complex problem-solving. **Team Leadership & Development:** - Lead, mentor, and motivate a team of customer support professionals, fostering a high-performance and customer-centric culture. - Conduct regular performance reviews, provide constructive feedback, and identify training and development needs. - Ensure team adherence to all company policies, procedures, and Critical to Protocol (CTP) guidelines. **Qualifications:** - Bachelor's degree in Business Administration, Operations Management, BE, or a related field. - Minimum of 5-7 years of experience in operations management within a customer service or contact center environment, preferably in the telecommunications industry. - Proven experience in managing customer escalations and complex problem resolution. - Strong understanding of BSS/OSS systems and telecom operations. - Excellent leadership, communication (written and verbal), and interpersonal skills. - Demonstrated ability to analyze data, identify trends, and make data-driven decisions. - Proficiency in CRM software and contact center technologies. - Ability to work effectively in a fast-paced, dynamic environment. **Benefits:** - Competitive salary and performance-based bonuses. - Paid time off and holidays. - Opportunities for professional development and career growth. - A collaborative and innovative work environment. If you are a results-oriented leader with a passion for operational excellence and customer satisfaction, we encourage you to apply! *Job Type:* Full-time *Benefits:* Health insurance *Schedule:* Rotational shift *Ability to commute/relocate:* Hyderabad, Telangana 500081: Reliably commute or planning to relocate before starting work (Required) *Education:* Bachelor's (Required) *Experience:* Total work: 3 years (Required) *Language:* English (Required) *Work Location:* In person,
