Assistant Manager – VoIP Service Operations

1 day ago

Lahore Ismail Nagar, Pakistan King Revolution Inc Full time

The Operations Assistant Manager is responsible for overseeing all day-to-day activities across technical, routing, NOC, swaps, and commercial departments to ensure seamless VoIP service delivery. This role involves cross-functional leadership, performance monitoring, team development, issue resolution, and continuous process improvement. The Operations Assistant Manager drives strategic execution and ensures all operational KPIs, and SLAs are met with efficiency and precision.

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.

Strategic Planning & Growth:

· Contribute to company-wide strategy from an operations standpoint.

· Propose automation, tools, and structural improvements to scale operations effectively.

Job Type: Full-time

Pay: Rs130, Rs150,000.00 per month

Work Location: In person

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