Operations & Escalation Manager

Job Description

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! Job Type: Full-time Pay: ₹50,000.00 per month 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