SHARDA CONSULTANCY SERVICES

<ul>
<li>Key Responsibilities</li>
<li>Lead and manage 40-60 employees, including Team Leaders and frontline executives.</li>
<li>Drive sales, productivity, quality, compliance, and customer-experience targets.</li>
<li>Conduct team meetings, performance reviews, coaching sessions, and one-on-one discussions.</li>
<li>Guide Team Leaders in performance management, employee development, and floor operations.</li>
<li>Monitor sales conversion, revenue, quality, installations, cancellations, attendance, adherence,</li>
<li>productivity, and lead utilization.</li>
<li>Identify low performers and implement structured performance-improvement plans.</li>
<li>Maintain employee discipline, engagement, and motivation while controlling attrition.</li>
<li>Coordinate with Quality, Training, Workforce Management, HR, IT, and senior management.</li>
<li>Ensure adequate staffing, shift coverage, break management, and workload allocation.</li>
<li>Review customer complaints, sales cancellations, repeat issues, escalations, and compliance failures.</li>
<li>Ensure agents communicate accurate product, pricing, promotion, installation, contract, and billing</li>
<li>information.</li>
<li>Prevent misrepresentation, incorrect commitments, and unauthorized sales practices.</li>
<li>Ensure accurate CRM documentation and proper disposition of every customer interaction.</li>
<li>Prepare and present daily, weekly, and monthly operational reports.</li>
<li>Identify operational gaps, implement corrective action, and maintain a visible floor presence</li>
</ul>
Experience Requirements
<ul>
<li>6-12 years of experience in BPO, contact-centre, telecom, customer service, or sales operations.</li>
<li>At least 2-3 years managing 40 or more employees, directly or through Team Leaders.</li>
<li>Prior experience managing Team Leaders and frontline employees is essential.</li>
<li>Telecom sales or customer-support experience is strongly preferred.</li>
<li>Exposure to US telecom processes such as DIRECTV, ATT, internet, wireless, cable, satellite, or</li>
<li>broadband is advantageous.</li>
<li>Experience in a target-driven inbound or outbound sales environment is desirable.</li>
<li>Assistant Managers, Senior Team Managers, Deputy Managers, or experienced Team Leaders managing</li>
<li>multiple teams may apply.</li>
</ul>
Required Skills
<ul>
<li>Strong leadership, people management, coaching, and conflict-resolution skills.</li>
<li>Excellent communication, interpersonal, analytical, and problem-solving abilities.</li>
<li>Sound understanding of contact-centre operations and performance metrics.</li>
<li>High ownership, accountability, and the ability to perform under pressure.</li>
<li>Proficiency in Excel, CRM systems, dialers, and performance dashboards.</li>
<li>Willingness to work from the Noida office during US shifts.</li>
</ul>
Educational Qualification
<ul>
<li>Graduate degree in any discipline is required.</li>
<li>MBA or postgraduate qualification in Operations, HR, or Business Management is preferred but not</li>
<li>mandatory.</li>
<li>Relevant operational experience and demonstrated leadership ability will receive greater weight.</li>
</ul>
Key Performance Indicators
<ul>
<li>Sales conversion, revenue achievement, productivity, and target attainment.</li>
<li>Quality, compliance, installation, activation, retention, and cancellation performance.</li>
<li>Attendance, schedule adherence, employee engagement, and attrition.</li>
<li>Team Leader effectiveness, customer complaints, escalations, and reporting accuracy.</li>
<li>Overall stability and performance of the telecom process</li>
</ul>
This job is provided by Shine.com

Urgent |Telecom Process Assistant Manager - Operations

Urgent |Telecom Process Assistant Manager - Operations

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