Operations Manager – Telecom Technical Support

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

The ideal candidate should have experience in Telecom/Technical Support, CRM operations, network complaint handling, team management, and SLA-driven operations. The candidate will be responsible for managing team performance, ensuring timely complaint resolution, preparing MIS reports, and coordinating with Network, Field, and Technical teams.

Key Responsibilities

Manage daily operations of the Technical Support Team.

Allocate work, monitor attendance, productivity, quality, and team performance.

Monitor customer network complaints and ensure timely resolution within SLA/TAT.

Handle escalations and follow up on pending complaints.

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

Manage Prepaid & Postpaid CRM activities, including customer ID creation and related processes.

Train and support new employees on CRM, processes, systems, and customer handling.

Conduct regular performance reviews and provide coaching and feedback.

Prepare daily, weekly, and monthly MIS/operational reports.

Analyse complaint trends and identify areas for process improvement.

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

Coordinate with management and internal stakeholders for operational requirements.

Support process improvement and automation initiatives.

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 / Team Manager / Process Manager role is preferred.

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

Strong understanding of network-related customer complaints.

Hands-on experience with CRM operations.

Good knowledge of MS Excel, MIS reporting, and performance analysis.

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

Ability to work in a target-oriented and SLA-driven environment.

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

Preferred Experience

VI / Vodafone Idea Telecom Operations

Telecom Technical Support

Network Complaint Management

Prepaid & Postpaid CRM

SLA & TAT Management

BPO / Contact Centre Operations

Team Leadership / Workforce Management

Key Performance Areas

SLA & TAT | Complaint Resolution | Team Productivity | Quality | Customer Satisfaction | Attendance & Adherence | CRM Accuracy | MIS Reporting | Stakeholder Coordination

Benefits

Provident Fund

Health Insurance

Life Insurance

Paid Sick Time

Commuter Assistance

Flexible Schedule

Job Type

Full-time

Location

Kalamassery, Kochi, Kerala

How to Apply

Interested candidates can apply through Indeed or contact: 9072610005 / hrexe1@mail.craysol.com

Pay

From ₹25,000.00 per month

Benefits

Flexible schedule

Health insurance

Provident Fund

Work Location

In person