Job
Description
Mandatory requirements:
- Experience in International BPO and telecom industry
- Preferably with sales experience
- Looking for Immediate Joiner
- Should be comfortable to work in Australian shift
- Should have worked as a Team Leader for 1 year at least.
Job Location: Bangalore (Marathalli)
Responsibilities
- Responsible for delivery of services for a span of 15 to 20 agents
- Performance monitoring, data analysis for service delivery
- Coach, train and provide feedback for effective performance management
- Upkeep MIS and reports as per the program requirement
- Motivate the staff to exceed customer expectations
- Maintain compliance to all regulatory requirements for the business
- Handle additional process responsibilities as and when delegated
- Computer literate and well versed with MS-Office tools
- Day to day decision making capability
High Level Tasks:
- Maintain Customer Engagement through the life of the Customer Request from initiation through to closure
- Successfully identify the customers requirements;
- Interpret Customer Contracts to ensure services are billed correctly;
- Provision the appropriate orders through Client Business Network Provisioning or through other Carrier Provisioning systems (including Design and Commercial Preparation activities as required);
- Manage Client internal workgroups to deliver to customer or Client project schedules, involving multiple sites, services or a level of complexity requiring project-based coordination.
- Manage external Vendors to achieve completion within required timeframes;
- Handover to internal operational groups to ensure seamless Customer Support for New Customer or New LoB.
- provisioning of mobile voice services
- provisioning of mobile data services including: blackberry, mobile broadband, GPRS, Microsoft direct push and WIP VPN etc
- Provisioning and Updates of basic VAS products including: SMS, voicemail, MMS, caller ID, international roaming and surepage etc
- Email Products including email SMS, SMS broadcast, SMS Gateway etc
- Other products/services including: Bill on behalf, hardware ordering, OPOM to GSM transfers, porting and corporate employee plans etc
- Bulk provisioning of mobile products using TTWin/VB scripts