Lead -Cloud Communication Onboarding(CCaaS & UCaaS)
Lead -Cloud Communication Onboarding(CCaaS & UCaaS)
Posted on :
12-06-2025
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1 Vacancy
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Job Description
Description
Job responsibility Span of control: 15 Partner manpower Key Customer Business Service Management Customer & Finance Necessary Preferred Skills Working experience with prominent telecom operators for Service Assurance & Delivery and Operations Partner Management Qualification Diploma(Telecom/Communication/Instrumental) BSc (Technical) Overall Work Experience Behavioural Attributes
Lead- Converged Communication -Smartflo Onboarding & ONB supportis responsible for timely & cost-effective Customer Service Delivery 30 day Assurance & Project Management for the Smartflo & related products.
Major responsibilities include:
- Create & Enable smart operational process for Smartflo & related products
- Manage Delivery for 250 orders every month with 6000 channels
- Responsible for Partner Training Audits Automation Analytics for Smartflo
- Responsible to implement & oversee segmented service delivery across value customers
- Engage with stake holders to mitigate escalations & also prioritize transactions
- Design of SOPs and SOW for the Onboarding & 30 day support for Smartflo
- Ensure to inform Program Managers on field for coordination of demos and customer acceptance
- Coordination with Switch IP and Platform Teams for configurations
- Coordinate with Network IT & Switch for issues related to that domain.
- Responsible for Delivery NPS & taking corrective action to improve NPS
- Responsible to drive Delivery Cycle Time Reduction & enhance Install MRC Improvement projects
- Dashboard Management: Create Operational dashboard for monitoring quality of delivery timeliness of delivery and CSAT
- Cross-Functional Stakeholder Management: Collaborate with various teams including:
- PM teamfor demo Switch IP demo & customer acceptance. NOC Teamfor the circuit level provisioning.
- Partner teams for ONB & ONB support
- Quality reports
The aspirant forthisrole must have in-depth understanding about the Service Delivery Post Sales Overall Assurance and Partner Management.
- Over 7-8 years of experience in Contact Centre Management. Program Management Service Delivery
- Proven track record of leading diverse teams.
- Strong understanding of customer service and technical knowledge of cloud products
- Excellent problem-solving communication skills.
- Proficiency in data analysis and reporting with the ability to generate insightful MIS reports
- Ability to work with cross functional teams
- Over 7-8 years of experience in Contact Centre Management. Program Management Service Delivery specializing in Telecom products
- Positive thinking
- Team player
- Good listener
- Calm Composed
- Ability to absorb pressure
Employment Type
Full-Time
Key Skills
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