Operation Manager

About the RoleNETIX FIBERNET is looking for a responsible, organized, and result-oriented Female Operations Manager to manage and coordinate day-to-day business operations.

The Operations Manager will be responsible for coordinating between customers, technical/NOC teams, field staff, sales teams, accounts, and management to ensure smooth service delivery, timely issue resolution, customer satisfaction, and efficient internal operations.

The ideal candidate should have strong communication, team-management, coordination, follow-up, and problem-solving skills.

Key Responsibilities1. Daily Operations Management

• Manage and monitor day-to-day operational activities of the company.
• Ensure smooth coordination between different departments.
• Track pending operational tasks and ensure timely completion.
• Prepare daily/weekly operational reports for management.
• Maintain proper records of customer, service, complaint, and operational activities.

2. Customer & Service Coordination

• Coordinate with customers regarding installation, service requests, complaints, upgrades, and other requirements.
• Ensure customer complaints and service requests are properly assigned and followed up.
• Monitor complaint resolution and maintain proper closure records.
• Communicate professionally with customers through phone, WhatsApp, email, and other channels.
• Follow up with customers whenever additional information or confirmation is required.

3. Technical & Field Team Coordination

• Coordinate with the NOC/technical team and field engineers for customer service issues.
• Assign and track field visits and service requests.
• Monitor installation and maintenance activities.
• Follow up on pending technical issues until resolution.
• Escalate critical or long-pending issues to senior management.

4. Team Management

• Coordinate with employees and field staff regarding their daily work.
• Monitor task completion and employee productivity.
• Maintain staff attendance, task allocation, and daily activity records.
• Conduct regular follow-ups with team members regarding pending assignments.
• Help maintain discipline and professional working standards within the operations team.

5. Installation & New Connection Coordination

• Coordinate new Internet connection installations with the sales and technical teams.
• Track installation status from order confirmation to service activation.
• Ensure required documents, customer information, and installation details are properly recorded.
• Coordinate with customers for installation schedules and access requirements.

6. Billing & Payment Follow-up Coordination

• Coordinate with the accounts team regarding pending invoices and customer payment status.
• Follow up with customers for overdue payments when required.
• Ensure payment-related customer communication is handled professionally.
• Coordinate service suspension/reactivation requests based on management/accounts instructions.

7. Reporting & Documentation

• Prepare daily, weekly, and monthly operations reports.
• Maintain records of complaints, installations, field visits, service requests, and pending tasks.
• Monitor operational KPIs and provide updates to management.
• Maintain proper documentation of important customer and operational activities.
• Required SkillsExcellent verbal and written communication skills.
• Strong customer-handling and coordination skills.
• Good leadership and team-management ability.
• Strong follow-up and task-management skills.
• Good problem-solving and decision-making ability.
• Ability to handle multiple tasks simultaneously.
• Good knowledge of MS Excel, MS Word, Google Sheets, Email, WhatsApp, and basic computer applications.
• Ability to prepare reports and maintain operational records.
• Professional attitude and good interpersonal skills.
• Ability to work under pressure and meet deadlines.

Preferred ExperienceCandidates with experience in any of the following industries will be preferred:

• Internet Service Provider (ISP)
• Telecom
• Networking
• Broadband
• IT Services
• Customer Service
• Operations Management
• Field Service Management

Experience with ISP CRM, customer support systems, ticketing systems, billing software, or NOC/service operations will be an added advantage.

Candidate ProfileWe are looking for a candidate who is:

• Responsible and dependable
• Well-organized and disciplined
• Confident in dealing with customers and employees
• Good at follow-ups and coordination
• Comfortable managing multiple operational activities
• Proactive in identifying and resolving operational issues
• Professional in communication and behavior
• Willing to take ownership of assigned responsibilities

Key Performance Indicators (KPIs)The Operations Manager will be evaluated based on:

• Customer complaint resolution time
• Service request closure rate
• Installation coordination efficiency
• Field team productivity
• Pending task follow-up
• Customer communication quality
• Operational reporting accuracy
• Inter-department coordination
• Timely escalation of critical issues
• Overall operational efficiency

Working HoursWorking Days: [Monday–Saturday]

Working Hours: [10:00 AM – 7:00 PM]

Weekly Off: [Sunday / As per company policy]