Operations Executive – Telecommunications at Beckley Consulting Limited

Job Summary:

The Operations Executive in the telecommunications industry plays a pivotal role in ensuring the smooth and efficient operation of telecommunications services. This role involves overseeing various operational aspects, managing teams, and optimizing processes to meet business objectives and customer satisfaction. This Operations Executive role in the telecommunications industry demands a combination of technical expertise, leadership skills, and business acumen to ensure the efficient and reliable delivery of telecommunications services while meeting financial and customer satisfaction goals.

Job Responsibilities:

Operations Management:

• Lead and manage daily operations, ensuring the delivery of high-quality telecommunications services.
• Develop and implement operational strategies to achieve company goals and KPIs.
• Monitor network performance, service quality, and reliability, taking proactive measures to address any issues.

Team Leadership:

• Build and lead cross-functional teams, including technicians, engineers, and support staff.
• Set performance expectations, provide coaching and feedback, and promote a culture of excellence.
• Allocate resources efficiently to meet operational demands.

Process Optimization:

• Continuously analyze and improve operational processes to enhance efficiency and reduce costs.
• Identify bottlenecks and implement solutions to streamline workflows.
• Ensure compliance with industry standards and regulations.

Customer Focus:

• Collaborate with customer support teams to address customer inquiries and resolve service-related issues promptly.
•  Monitor customer feedback and work on enhancing customer satisfaction levels.
• Implement initiatives to improve the overall customer experience.

Customer Satisfaction Score (CSAT):

• Monitor customer satisfaction through surveys and feedback to ensure a high level of customer service.

Resource Utilization Rate:

• Evaluate the efficient use of resources, including manpower and equipment, to optimize resource allocation.

Service Uptime:

• Ensure a high level of network and service availability, minimizing downtime and service interruptions.

Budget Management:

• Develop and manage the operations budget, tracking expenses and revenue to ensure financial targets are met.
•  Identify cost-saving opportunities while maintaining service quality.

Vendor and Partner Management:

• Establish and maintain relationships with vendors, suppliers, and partners to ensure the timely delivery of equipment and services.
• Negotiate contracts and service level agreements to optimize cost-effectiveness.

Key Performance Indicators (KPIs):

• Service Uptime: Ensure high network availability and minimize downtime.
• Customer Satisfaction: Measure customer feedback and ratings to maintain a high level of satisfaction.
• Operational Efficiency: Track and improve operational processes to reduce costs and enhance productivity.
• Budget Adherence: Ensure operations are within budget while meeting service quality standards.
• Team Performance: Evaluate team performance against key objectives and targets.
• Compliance: Ensure adherence to industry regulations and standards.

Required Skills:

• Technical Knowledge: Strong understanding of telecommunications systems, network infrastructure, and emerging technologies.
• Leadership Skills: Excellent leadership and team management abilities with a focus on performance optimization.
• Analytical Skills: Proficient in data analysis and problem-solving to identify operational inefficiencies.
• Communication: Effective communication skills for team collaboration and customer interaction.
• Financial Acumen: Budget management and financial analysis skills.
• Regulatory Knowledge: Familiarity with telecommunications regulations and compliance standards.
• Vendor Management: Experience in negotiating contracts and managing vendor relationships.
• Project Management: Proficient in project planning and execution.

Qualifications:

• Education: HND/ Bachelor’s degree in operations management, telecommunications, business management, or a related field.
• Experience: 3+ years of experience in telecommunications operations, with a proven track record in leadership roles.