POSITION - Manager - Customer Service LOCATION - Sector 5 , Salt Lake SHIFT TIMINGS - 2:15 PM to 11:30 PM ( Mon - Fri ) WEEK OFF - All Sundays and Alternate Saturdays SATURDAY - Halfday COMPANY PROFILE : www.salescom.in EMPLOYMENT TYPE : Full Time On Site SENIORITY LEVEL : Senior PRIMARY REQUIREMENT - Excellent English Communication Skills and minimum 3 years' experience as TL/Manager in International BPO into Inbound Customer Service Process. What's involved with this role: This is an opportunity to join a senior management role in V4 Telecom which is in rapid growth mode, to help support new & existing clients being supplied with Telecoms, Managed IT & Security Solutions. This role will help meet KPIs & targets with Level 2 escalation calls, oversee Bill-Run & revenue assurance for the V4 Telecom business, monitoring & ensuring customer success tickets across a very experienced, niche talent of engineers & desk-support teams, oversee gaps in people & process being closed at a daily level, & help ensure tickets close as per SLAs. Training around any systems and processes will be provided at company cost. 'Essential Requirements' - Please check to ensure that your CV addresses the following items: You must have prior experience in a senior management role handling complaints & escalation calls, with a highly enviable success rate in Telecoms or Managed IT Clients You would have at least 12 months experience in Telecoms or Managed IT sector. You would have at least 12-months experience in knowledge & understanding of Telecoms Billing as well, preferably platforms such as Ability, inform billing, aurora, tekton etc. You would have spent a successful career at a mid-level, & are at the stage in your career where you are looking to make that switch into a Management role within a fast-growing Business. Key Tasks & Duties: Address people & process gaps. Effective use of technology engineering hours, creating client revenues based on extra works, engineer & desk support calendar management effectively. Attend client sites for health check & customer-service visits proactively & when necessary. Fill in for existing engineers for site-visits or as escalation for successful completion when needed. Help after-care operations, onboarding, provisioning, billing, debt-control, customer happiness, & customer lifecycle journey meet monthly & quarterly KPIs on a brand-new automation CRM. Take up Level-2, escalations & complaint calls, SLA-breach tickets, ensure they close successfully. Create a very high NPS rate measurable in customer experience across the V4 Telecom business. Set up & oversee alongside the current full-time Director, a very well-detailed, robust processes around creating a very successful aftercare operation. Improve team knowledge levels via proactive training. Enroll onto product training & certificates with training at company cost for the team & yourself, & also target successful win at various customer-service awards annually. Build individual & team KPIs around directly impacting company revenue assurance & cost saving targets. Help address known, historical team & process gaps. Be able to report on weekly & monthly improvements & willing to gain knowledge & fast changing exposure to the SMB Technology marketplace. Additional Benefits: We continue to add several employee-led initiatives in our growth journey & to create suitable happy work environments for our employees who continue to do a great job for our Clients. If you deliver your KPIs, You will continue to receive the below & more: Birthdays off Ongoing training at company cost & vast exposure to game-changing technology processes. Bonuses every 6 months for exceeding KPIs for high achievers over 6 months or saving company costs via efficient financial management. Optional company-sponsored medical cover Independence to present personalized work schedules so long as the end goals are met. Interested candidates are requested to apply online or email resume to [HIDDEN TEXT] or call 9674952985 ( ONLY IF CANDIDATE HAS EXCELLENT ENGLISH COMMUNICATION SKILLS)