With an Australain starp up last October, Our client is a leading provider of customized Business Process Management (BPM) services. They specialise in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

They are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, Australia, South Africa and Mexico.

Their delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Clientele includes Fortune 500 and FTSE 100 companie

Role Description:

In this role, you will play a pivotal role in managing and optimizing our Telecom operations, ensuring timely recovery of outstanding debts, and fostering a high-performance team environment.

Roles & Responsibilities

Act as an intermediary between the client and company, facilitating communication.
Achieve monthly performance targets.
Utilize and relay updates regarding changes in regulations, policies, and procedures.
Ensure adherence to both Federal and State Laws in all collections activities.
Formulate action plans to achieve departmental objectives.
Conduct monthly performance evaluations for Telecom Supervisor

Expected/Key Results

Meet contractual client obligations
Meet operational expectations by implementing and maintaining high CTQ standards
Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc)Top of Form
Meet revenue targets through FTE delivery, staffing levels, etc
Meet retention target for the team
Process improvement through implementation suggestions maximize the efficiency
Lesser incidents of critical ops process escalations
Build new client relationships and sustaining existing client relationships
Build strong internal stakeholder relationships
People Engagement and Development - Retention, development and succession planning for LOB / team
Handle client inquiries and complaints
Coordinates performance appraisals and terminations with operations job functions

Preferred Educational Qualifications
Bachelor's Degree or equivalent work experience

Preferred Work Experience
7+ plus year's experience in the Telecom industry Preferably

To apply, send your resume and cover letter via the Apply Now link