Operations Manager – Telecom Technical Support

Liscom Solutions & Services Pvt. Ltd. is looking for an experienced Operations Manager to manage and lead our VI Telecom Technical Support Operations.

The ideal candidate should have experience in Telecom/Technical Support, CRM operations, network complaint handling, team management, and SLA-driven operations. The candidate will be responsible for managing team performance, ensuring timely complaint resolution, preparing MIS reports, and coordinating with Network, Field, and Technical teams.

Key Responsibilities

• Manage daily operations of the Technical Support Team.
• Allocate work, monitor attendance, productivity, quality, and team performance.
• Monitor customer network complaints and ensure timely resolution within SLA/TAT.
• Handle escalations and follow up on pending complaints.
• Coordinate with Network, Field, Technical, and other teams for issue resolution.
• Manage Prepaid & Postpaid CRM activities, including customer ID creation and related processes.
• Train and support new employees on CRM, processes, systems, and customer handling.
• Conduct regular performance reviews and provide coaching and feedback.
• Prepare daily, weekly, and monthly MIS/operational reports.
• Analyse complaint trends and identify areas for process improvement.
• Ensure compliance with company policies, SOPs, and quality standards.
• Coordinate with management and internal stakeholders for operational requirements.
• Support process improvement and automation initiatives.

Requirements

• Bachelor's degree in any discipline.
• Relevant experience in Telecom, Technical Support, BPO, Customer Support, or Contact Centre Operations.
• Experience in an Operations Manager / Team Manager / Process Manager role is preferred.
• Good knowledge of 2G, 4G & 5G telecom technologies.
• Strong understanding of network-related customer complaints.
• Hands-on experience with CRM operations.
• Good knowledge of MS Excel, MIS reporting, and performance analysis.
• Strong leadership, communication, problem-solving, and team-management skills.
• Ability to work in a target-oriented and SLA-driven environment.
• Knowledge of VBA/VB, Python, or automation tools will be an added advantage.

Preferred Experience

• VI / Vodafone Idea Telecom Operations
• Telecom Technical Support
• Network Complaint Management
• Prepaid & Postpaid CRM
• SLA & TAT Management
• BPO / Contact Centre Operations
• Team Leadership / Workforce Management

Key Performance Areas

SLA & TAT | Complaint Resolution | Team Productivity | Quality | Customer Satisfaction | Attendance & Adherence | CRM Accuracy | MIS Reporting | Stakeholder Coordination

Benefits

• Provident Fund
• Health Insurance
• Life Insurance
• Paid Sick Time
• Commuter Assistance
• Flexible Schedule

Job Type: Full-time
Location: Kalamassery, Kochi, Kerala

How to Apply

Interested candidates can apply through Indeed or contact: 9072610005 / [email protected]

Pay: From ₹25,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Provident Fund

Work Location: In person