Job Description

Manager \xe2\x80\x93 Business Operations (Voice & SMS)

From 3 to 7 year(s) of experience
9 Not Disclosed by Recruiter


Delhi / NCR




or

Roles and Responsibilities Purpose
Objective of the role (Solution Intelligence & Technical Operations - System Admin, Routing Domain Voice & SMS)

The admin is responsible to provide Tier 2 support to all RM/MM\xe2\x80\x99s for all route quality/system issues, creating and delivering training that upgrades the routing knowledge levels of all RM/MM/Buyers, work with other groups (Engineering, OPS, IT, Provisioning, ETC) to create short-term solutions to operational process and system issues that affect routing, highlight areas to address long-term process and \\system development.

Responsibilities and Duties

Becoming Subject Matter Expert with internal software tools, processes & programs.

Investigating queries from Suppliers, Sales Support, Market Managers, Account Managers, Route Managers, Carrier Relations, Dispute/Billing/Audit teams

Work with development and support team on resolving system issues, bug fixes, enhancements, new business cases and UAT Testing

Investigating and verifying system daily alert mails, such as Fraud alert, margin loss alert, dial plan-missing alert, MNP, LNP missing alert etc.

Managing escalation whenever there is route or supplier failure by assisting FMGT.

Collaborating with various teams for special project like new tool development, Routing Logic Improvements etc.

Provide support to FMGT on fault reporting, enquiry and progress update.

Supporting RM/MM in terms of in depth route investigation and call trace investigation.

Evaluating existing routing activities and rolling out the documentation to all team.

Managing CLI and FAS process and helping team to achieve their KRA\xe2\x80\x99s.

Produce and distribute reports regarding, Margin loss, REGP weekly/monthly to various stakeholders.

Following up with Sales & Carrier Relations on lost customers & supply acquisition needs.

Handling the billing disputes with sales and customers.

Handling escalation from customers and taking actions to resolve customer issues.

Testing the quality of the routes and preparing customized reports (Daily/weekly/Bi-weekly/monthly).

Handling the team and supporting them as and when required.

Developing rapport with internal and external stakeholders.

Managing and responding to large volumes of email correspondence.

Participate in Sarbanes-Oxley Act and Internal audits.

Managing and recording of KPI targets.

Learning about Suppliers, Products and service levels.

Providing training and demos as needed.

Manage escalations and support the RM/MM team as when required.

Manage access requests and maintenance.

Provide support to offshore team.

Updating the wiki documents.

Support development team in terms of understanding the logic and completing the UAT before implementation.

Sender ID Management.

Qualifications and Skills

B Tech with 4+ year of experience in Telecom Industry, preferable in Voice and SMS

Independent, energetic, detail oriented, self-motivated with excellent administrative skills

Strong proficiency with Microsoft Excel, and other Office programs

Ability to follow through & take ownership of assigned responsibilities

Good communication skills, both verbal & written, and strong interpersonal skills for interacting with stake holders, and various teams/levels of management.

Email your CV at \'vinay.chanodkar@skillventory.com\' with current CTC and location.

Role:Technical Support - Voice / Blended Salary: Not Disclosed by Recruiter Industry:Telecom / ISP Department:Customer Success, Service & Operations Role Category:Voice / Blended Employment Type:Full Time, Permanent

Key Skills
Business Operations
voiceGSMRegulationsISUPAIP2PExcelSS7CloudSMSSMPPDiameterA2P
Skills highlighted with \xe2\x80\x98\xe2\x80\x98 are preferred keyskills
Education UG:B.Tech/B.E. in Any Specialization

Company Profile

SKILLVENTORY
RPO





Recruiter Name:Harshita Chaturvedi Contact Company:SKILLVENTORY Telephone:+91-XXXXXXXXXX