Assistant Manager – Voice & Network Operations

The Assistant Operations Manager oversees daily operations across technical, routing, NOC, swaps, and commercial teams to ensure efficient VoIP service delivery. This role focuses on cross-functional leadership, performance tracking, team development, issue resolution, and continuous improvement, ensuring KPIs and SLAs are consistently met.

KEY RESPONSIBILITIES:

Leadership and Team Oversight:

· Supervise and support department leads including Routing, NOC, Commercial, Swaps, Testing, and Training teams.

· Assign responsibilities, ensure role clarity, and maintain accountability across departments.

· Coach team leads and potential future leaders to prepare them for delegation and vertical growth

Performance Monitoring & Reporting:

· Oversee daily operations and traffic performance.

· Monitor KPIs for Each role in Each Department.

· Review reports and dashboards regularly to identify trends and resolve bottlenecks.

SWAP & Routing Coordination:

· Coordinate with the Market Maker and Swaps Manager to ensure optimized route management and minimal loss.

· Manage commercial swap strategies to maximize profit and quality.

Process Development & Optimization:

· Design, implement, and improve SOPs for NOC (Voice), troubleshooting, Market maker and swaps workflows.

· Streamline interdepartmental processes and promote documentation practices.

Vendor & Customer Operations:

· Oversee provisioning, rate updates, and coordination with customers/vendors for technical, commercial requirements and billing (Offset/net off)

· Supervise resolution of escalated issues from clients or vendors.

Training & Development:

· Identify skill gaps and ensure regular training cycles through the Training Manager.

· Promote continuous learning and knowledge documentation across teams.

Meeting & Communication:

· Lead daily stand-ups, weekly strategy sessions, and department syncs.

· Represent Operations in cross-functional or executive meetings.

Crisis Handling & Escalation:

· Act as the point of escalation for technical outages, critical customer/vendor concerns, and interdepartmental conflicts.

· Ensure 24/7 service continuity by coordinating emergency responses.

Job Type: Full-time

Pay: Rs130,000.00 - Rs150,000.00 per month

Work Location: In person