Operations Manager - Domestic Telecom Process

Manager Operations

Domestic Telecom BPO

Key Responsibilities

Operations Management Telecom Process

• Manage end-to-end

  Domestic Telecom Customer Service Operations

  for inbound calls.
• Drive

  AHT Management, CSAT Improvement, NPS Improvement, FCR Improvement, SLA Delivery

  , and Quality targets.
• Monitor call volumes, queue management, service levels, and customer satisfaction KPIs.
  
• Ensure compliance to

  telecom guidelines, customer handling SOPs, and call center standards

  .

Domestic Call Center Team Handling

• Lead large

  Domestic BPO voice teams

  .
• Drive

  performance management, coaching, mentoring, and daily huddles

  .
• Implement plans to reduce

  attrition, absenteeism, shrinkage

  , and improve productivity.
• Manage

  Agent Performance, Floor Management, Call Monitoring

  , and real-time issue resolution.

Quality & Customer Experience

• Ensure delivery of

  high-quality customer service

  for telecom subscribers.
• Conduct

  RCA, quality audits, error analysis, coaching sessions

  , and action plans.
• Work with Quality & Training teams for

  process updates, refreshers, skill upgrades

  , and call quality improvements.

Client & Stakeholder Management

• Interact with

  Domestic Telecom Client Stakeholders

  for weekly/monthly reviews.
• Prepare

  operations reports, MIS dashboards, performance analysis

  , and business insights.
• Implement client feedback and ensure 100% compliance across the telecom process.
  

Process Improvement & Business Excellence

• Identify performance gaps and initiate

  process improvement, SOP updates, workflow optimization

  , and productivity enhancement.
• Work with WFM for

  staffing, forecasting, attendance management, and occupancy optimization

  .
• Drive

  Sales/Upsell (if applicable), Retention strategies

  , and customer satisfaction improvement projects.

Desired Candidate Profile (Keyword-Packed)

• 712 years of experience in

  Domestic BPO, Call Center Operations, Telecom Customer Service, Voice Process Operations

  .
• Minimum 3 years experience as

  Operations Manager in Domestic Telecom BPO

  .
• Strong understanding of

  AHT, CSAT, NPS, FCR, SLA, Quality Scores, Telecom KPIs, Contact Center Metrics

  .
• Experience handling

  large teams, high call volumes, real-time operations, escalations, and customer complaints

  .
• Excellent

  communication, people management, stakeholder management, RCA, and analytical skills

  .
• Must have worked in a

  Domestic Voice Process / Telecom Customer Support

  environment.