Operations Manager

Operations Manager, Messaging/Chat Business

Position Overview:

We are seeking a seasoned Service Manager to lead our Messaging/Chat Business Service team for one of our Telecom Clients. The Service Manager will be responsible for overseeing a dedicated team focused on delivering exceptional service to clients while also achieving sales goals. This role requires a blend of strategic planning, team management, and client relationship skills to drive both service excellence and revenue growth.

Key Responsibilities:

Team Management:

• Supervise and support a team of [50 to 75] service representatives, ensuring high productivity and adherence to company standards and procedures.
• Provide guidance and mentorship to Service Team Leaders, fostering their professional growth and aligning their efforts with organizational objectives.

Recruitment and Onboarding:

• Collaborate with HR in the recruitment, selection, and onboarding processes to acquire top talent that meets the department's service and sales goals.
• Develop and implement comprehensive training programs to equip new team members with the skills and knowledge needed for success in their roles.

Strategic Planning:

• Develop and execute strategic initiatives to enhance service delivery and achieve monthly sales targets.
• Design and implement incentive plans, recognition programs, and sales enablement strategies to drive both service excellence and sales performance.

Performance Management:

• Track key performance indicators (KPIs) such as customer satisfaction scores, resolution rates, and sales quotas to evaluate individual and team performance.
• Analyze service and sales data to identify trends, areas for improvement, and opportunities for revenue growth.
• Work with Service Team Leaders to create individual development plans, conduct performance reviews, and implement improvement plans as needed.
• Implement recognition and rewards programs to motivate the team and foster a culture of excellence.

Client Relations:

• Establish and maintain strong relationships with clients, ensuring their service needs are met and their expectations are exceeded.
• Conduct regular reviews with clients to assess service performance, address concerns, and identify opportunities for upselling or cross-selling.

Service Level Delivery:

• Ensure the delivery of exceptional service levels, meeting or exceeding customer expectations and industry standards.
• Implement strategies to optimize operational efficiency and streamline processes to enhance service delivery.

Sales Goal Achievement:

• Collaborate with the sales team to align service efforts with sales goals, ensuring a cohesive approach to client engagement.
• Identify opportunities to drive revenue growth through upselling, cross-selling, and retention efforts within the service team.

Risk and Quality Controls:

• Develop and implement risk management strategies to identify, assess, and mitigate potential risks within the messaging/chat service operations.
• Implement quality control measures to ensure compliance with company standards, industry regulations, and customer expectations.

Qualifications:

• Bachelor’s degree or above in business or a related field.
• Proven experience in service management within the telecommunications industry, with a track record of achieving service excellence and driving revenue growth.
• Strong leadership skills with the ability to motivate and inspire teams to achieve both service and sales goals.
• Excellent communication and interpersonal skills, with the ability to engage effectively with clients, stakeholders, and team members.
• Strategic thinker with the ability to develop and execute effective service and sales strategies.
• Analytical mindset with the ability to interpret data to drive informed decision-making.
• Experience in recruitment, training, and development of service teams.
• Proficiency in CRM software and service management tools.
• Results-driven with a focus on continuous improvement and innovation.

This role offers a challenging and rewarding opportunity for a dynamic leader to drive service excellence and revenue growth within our messaging/chat business. If you are passionate about delivering exceptional service and achieving sales goals, and you possess the skills and experience outlined above, we encourage you to apply.