Operations & Escalation Manager

Company Overview:

Infimobile, a subsidiary of Aryagami, operates as a Mobile Virtual Network Operator (MVNO) in the United States. Infimobile leverages Aryagami's innovative BSS/OSS (Business Support Systems/Operations Support Systems) solutions to offer cost-effective and flexible mobile plans with nationwide coverage. We are committed to providing seamless service and exceptional customer experiences.

Role Summary:

Infimobile is seeking a highly motivated and experienced Operations and Escalation Manager to lead our customer-facing operations and manage critical customer issue escalations. This role is pivotal in ensuring the smooth day-to-day functioning of our customer support teams while driving efficient and effective resolution of complex customer problems.

Key Responsibilities:

Operations Management:

• Oversee the daily operations of the customer support team and technical support team, 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 (e.g., response times, resolution rates, customer satisfaction scores) and implement corrective actions as needed.
• Manage staffing levels, scheduling, and resource allocation to meet fluctuating demand.
• Collaborate with other departments (e.g., Network Support, Back end etc) to ensure seamless cross-functional processes.
• Identify opportunities for process automation and technology adoption to improve operational effectiveness.

Escalation Management:

• Serve as the primary point of contact for all 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 various 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!