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Manager Customer Operations

Hyderabad, Telangana
Posted: 12 February, 2019

Job Descriptoin

This position is directly responsible for managing the primary functions performed by a team in the Global Operations Management department (Roaming, Financial Clearing, and/or Customer Operations). Responsible for ensuring all team primary tasks are performed in a timely manner, all activities are logged, records maintained, and emails responded to. The Manager is responsible for managing team work load, allocating tasks to team members, ensuring all internal and external interactions are executed to the highest standard, especially client interfaces. The Manager, Customer Operations position is a working management post, where the applicant is expected to work primarily as the team expert, as well as undertake the role of team manager. The job has administrative responsibility for new applicant interviews, counseling employee performance, and providing annual reviews for team members. Principal Duties and Responsibilities: 60 % • Manage Customer Operations staff and resources to provide customer support in a manner that provides a high quality of customer satisfaction • Manage team members to ensure they meet departmental objectives for first-level response and resolution goals • Manage the department workload and priorities and ensure adequate staffing coverage for each specialization area • Serve as an escalation point for customer reported issues or customer initiated escalations. Coordinate escalation internally with designated product support managers and notify senior management as needed • Provide guidance to team personnel with the handling of customer problems, issues, questions, and concerns that are of a more challenging nature, meeting or exceeding customer expectation. • Act as the Subject Matter Expert or resolution gateway for the team for all escalated issues 15 % • Conduct quality monitoring of team interactions. • Ensure employees have the necessary tools, training and soft skill development to be successful. • Identify and communicate employee objectives and accountabilities • Conduct employee performance evaluations using Syniverse’s Performance Management system and guidelines • Provide coaching, mentoring and training to employees as needed • Participate on product and project teams as needed 15 % • Coordinate and develop support plans for existing and new products and services with the various internal departments • Generate both internally and externally requested reports, files, output to support problem resolution, billing issues, and new revenue generation. • Support the continuous improvement objective by assisting with identification, development and integration of process improvements • Control budgetary spending within department budget guidelines and manage accurate project time reporting 10% • Foster teamwork and positive attitudes within customer support and across functional departments Roaming Functional Description Customer Operations Manager – Roaming, will be responsible for managing a team of Roaming Coordinators, Test Engineers, Data Analysts, and Support staff to successfully deliver complex roaming projects, which may include any of the following: - Roaming and Sponsored Roaming Agreement Management - Roaming and Sponsored Roaming Implementation - Coordination, SIM Management, Testing, Billing/Tariff Validation and Launch of Services - Outsourced Roaming Management – Delivery of Roaming Operations for Clients, IOT Management, Roaming Documentation Management, Hub Management, Fraud Monitoring - Traffic Monitoring Management – Weekly and Monthly Roaming Traffic Analysis The ability to interact with various organizations and individuals throughout the company as well as with customers and roaming partners is crucial to ensure all services are delivered on time. Must have a strong understanding of the GSMA roaming principles, IREG/TADIG testing and billing methodology and related processes to manage the team. Very strong knowledge of GSM Industry standards and how they apply to Syniverse and our customers. • Required Technical Skills o Manage the implementation, development and maintenance of roaming coordination and testing procedures and adhere to all business processes and GSM standards o Detailed knowledge of IREG/TADIG testing methodologies & practices o Functional understanding of Analyser, RMT, CLM, Visibility and other company applications is required • Industry Specific o Wireless/telecommunications knowledge o Detailed knowledge of Roaming business and business practices Job Requirements: • Bachelor’s Degree in telecommunications, IT or business related field preferred (experience can replace the degree requirement) • 7+ years Telecommunications and Roaming experience, with 5+ years of Managerial or Technical Lead positions of increasing complexity and scope of responsibility • Experience supervising and providing directions to staff members • Demonstrated ability to work in a high pace environment • Required Technical Skills o Functional understanding of company applications • Required Interpersonal Skills o Understand corporate level goals and objectives o Strong leadership, team building, conflict management, influence management, and negotiation skills are required to effectively lead the program o Ability to ascertain “across the board” impact of decisions o Customer service orientation – responsiveness, politeness o Ability to communicate with upper management and executives o Effective business communication – oral and written o Excellent presentation skills o Ability to understand issues on both a technical and non-technical level o Foster a hardworking, dynamic team environment o Ability to quickly develop effective working relationships with internal and external contacts at all levels o Exceptional customer service skills and demeanor, along with the ability to communicate with both technical and non-technical clients • Required Project Management Skills o Development of project plans o Estimating project workload o Provide work direction for staff o Assessing project risk o Ensure project time reporting is performed o Progress tracking for project/tasks Working Conditions: Travel: 10% • May travel for 1-2 weeks at a time • Must have valid passport to travel Disclaimer Statement: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.
Syniverse - 19 days ago

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