Location: Pune

Employment Type: Full Time

Team: Customer Support

People come to work at Parallel Wireless because we are building the future of telecom. They stay, because they are challenged and driven by an incredible product and team. We take pride in our commitment to employee development, and our culture fosters an atmosphere of empowerment, trust, respect, and communication. Learn more about our mission, vision and values.

Job Description:

We are looking for a Call Coordinator Manager in the Customer Support department at Parallel Wireless. As part of PW’s Customer Experience organization, this role would lead a team that interfaces with PW’s service provider customers, as well as PW Customer Support Engineering and Systems Engineering teams.

What you will do :-

• Manage a 24x7x365 team of Call Coordinators who interface with customer technical staff who are calling PW for technical support.
• Develop and maintain specific instructions for day-to-day operations of call coordinator staff.
• Maintain 24x7x365 rotating shift roster to ensure adequate coverage at all times.
• Monitor call and response metrics to ensure optimal operation of Call Coordinator team.
• Ensure Initial Response Service Level Agreement targets are met for all customer service requests.
• Administer and manage Salesforce Service Cloud users, contacts, and accounts.
• Run Salesforce reports for delivery to Customer Support and Account Management.
• Define on-going improvements in First Point of Contact support procedures.
• Develop communication plans and procedures.
• Facilitate customer transactional survey reviews and responses.
• Coordinate with US-based office manager for overflow support of corporate front desk.
• Perform annual performance reviews for call coordinator staff.
• Perform interviews and assist with hiring process for call coordinator staff.
• Review and approve team expenses to stay in alignment with corporate policies.
• Provide training to newly hired call coordinator staff, as well as on-going training and skills improvement training.
• Assist Customer Support Management with customer-facing reports.
• Maintain internal team SharePoint knowledge sites and facilitate Customer Support team meetings.
• Provide overflow support as call coordinator when required.
• Communicate with professional and technical customers from around the world (in English).
• Perform ISO audits on call center procedures.
• Reporting directly to Sr. Director, Customer Support.

What you must Have:-

• Minimum of 7 years’ experience in the call coordinator or call center agent industry, with at least 2 years’ team lead or management experience.
• Fluent in English, both verbally and written (additional languages, Spanish or French are a plus).
• Data-entry skills and basic data-base administration experience (Salesforce CRM or Service Cloud experience a plus).
• Experience with Microsoft Excel, Outlook and PowerPoint.
• Strong familiarity with email communication.
• Strong interpersonal skills with the ability to work in a cohesive team environment.
• Must be able to work in 24x7 shift environment with a flexibility to work diverse schedule.
• General understanding of the mobile phone industry.
• Strong written and verbal communications skills.
• A team leader who can lead and develop processes and procedures.
• Ability to adapt quickly to changing environments and manage parallel time-critical tasks
• Very strong organization skills.
• Work from Parallel Wireless office in Pune, Maharashtra, India.

Education

College degree or certificate in business management or call center management or equivalent experience.

Parallel Wireless is the leading U.S.-based company challenging the world’s legacy vendors with the industry’s only unified ALL G (5G/4G/3G/2G) software- enabled OpenRAN solutions. Its cloud-native OpenRAN and network architectures redefine network economics for global mobile operators in both coverage and capacity deployments, while also paving the way to 5G. Through open collaboration with the OpenRAN ecosystem partners, Parallel Wireless has created the world’s first and largest fully-compliant OpenRAN ecosystem that is capable of delivering next generation wireless infrastructure at a dramatically lower cost, ensuring more equal access to 5G across the globe. The company’s OpenRAN portfolio is designed to help customers modernize their networks, reduce deployment costs and complexity, increase operational efficiency, enable interoperability, find new revenue streams, and start deploying multi-vendor 5G networks today. The company’s customers include over 60 global mobile operators, as well as private and public industries and governments that use their software-defined network portfolio to reimagine their networks. Parallel Wireless's innovation and excellence in multi- technology, open virtualized RAN solutions have been recognized with 65+ industry awards. Please visit www.parallelwireless.com for more information.

Parallel Wireless embraces diversity and equality of opportunity. We are committed to building inclusive and diverse teams representing all backgrounds, with a wide range of perspectives, and empowering industry- leading skills. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

Parallel Wireless does not accept unsolicited resumes or applications from agencies or individuals. Please do not forward resumes to our jobs alias, Parallel Wireless employees or any other company location. Parallel Wireless is not responsible for any fees related to unsolicited resumes/applications.