Operations Manager – Telecom Technical Support

Job Summary

Liscom Solutions & Services Pvt. Ltd. is looking for an experienced Operations Manager – Telecom Technical Support to manage and lead our Telecom Technical Support Operations.

The ideal candidate should have strong experience in telecom operations, technical support, CRM processes, network complaint management, team leadership, and SLA-driven operations. The candidate will be responsible for managing daily operations, ensuring timely complaint resolution, monitoring team performance, and coordinating with internal teams to achieve operational targets.

Key Responsibilities

Manage daily operations of the Telecom Technical Support team.

Monitor team productivity, attendance, quality, performance, and process adherence.

Ensure timely resolution of network-related customer complaints within defined SLA/TAT.

Handle escalations and follow up on pending and unresolved complaints.

Coordinate with Network, Field, and Technical teams for effective issue resolution.

Manage prepaid and postpaid CRM activities, including customer ID creation and related processes.

Train, guide, and coach team members on CRM systems, operational procedures, and customer handling.

Prepare and analyse daily, weekly, and monthly MIS reports.

Monitor KPIs, complaint trends, service quality, and customer satisfaction.

Identify operational gaps and implement process improvements.

Ensure compliance with company policies, SOPs, quality standards, and client requirements.

Coordinate with management and internal stakeholders to meet operational objectives.

Requirements

Bachelor's degree in any discipline.

Relevant experience in Telecom, Technical Support, BPO, Customer Support, or Contact Centre Operations.

Experience in an Operations Manager, Process Manager, or Team Manager role is preferred.

Good knowledge of 2G, 4G, and 5G telecom technologies.

Strong understanding of telecom network complaints and troubleshooting processes.

Hands-on experience with CRM systems and prepaid/postpaid operations.

Proficiency in MS Excel, MIS reporting, and performance analysis.

Excellent leadership, communication, problem-solving, and team-management skills.

Ability to manage targets, escalations, and operations in an SLA-driven environment.

Knowledge of VBA/VB, Python, or automation tools will be an added advantage.

Preferred Experience

Vodafone Idea (VI) / Vodafone Idea Telecom Operations

Telecom Technical Support and Network Complaint Management

Prepaid and Postpaid CRM Operations

SLA/TAT Management and Escalation Handling

BPO / Contact Centre Operations

Team Leadership and Workforce Management

Candidates with prior experience in Telecom Technical Support Operations will be preferred.

Key Performance Indicators (KPIs)

SLA and TAT Achievement

Complaint Resolution and Escalation Management

Team Productivity and Quality

Customer Satisfaction

Attendance and Process Adherence

CRM Accuracy

MIS Reporting and Operational Efficiency

Benefits

Provident Fund (PF)

Health Insurance

Life Insurance

Paid Sick Leave

Commuter Assistance

Flexible Schedule

How to Apply

Interested candidates can apply through Indeed or contact us directly.

Contact Number

9072610005

Email

hrexe1@mail.craysol.com

Pay

From ₹22,500.00 per month

Benefits

Cell phone reimbursement

Flexible schedule

Health insurance

Provident Fund

Work Location

In person