Team Member - Life cycle Ops & VSM
Team Member - Life cycle Ops & VSM
Posted on :
18-09-2025
Employer Active
1 Vacancy
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Job Description
Description
Job responsibility Functional areas Employee Engagement Monitor Performance Management and design Team Development Initiatives to enhance performance. Identify training needs and take necessary actions to develop the Contact Centre team with help of ASRM by arranging training sessions to new/existing partner teams on new products and solutions from product teams. Process Improvements Identify process gaps based on internal investigation and do process correction with Product & IT developments Monitor and Audit outsourced call centre partner performance on agreed deliverables. Create Knowledge database of different service complaints and their solutions for referral General Take necessary steps for increasing FTR and complaint reduction Monitor & Control dashboards publication for senior management Provide long-term inputs for IT strategy by specifying a business process framework Facilitate predictable repeatable and scalable implementation projects by using standard components Shift Working Key Customer External Customers / Business Partners Internal - Internal Necessary Preferred Skills . Qualification Graduate . . Overall Work Experience . Behavioural Attributes . .
Overall responsibility
- Supervise the team in handling all technical complaints& NT received through the contact center
- Ensure Service Recovery of Dissatisfied Customers
- Develop strategies to improve the resolution process and enhance customer satisfaction.
- Develop and maintain escalation procedures to ensure streamlined handling of escalated cases.
- Collaborate with other Stakeholders such as NOC Switch Technology CPO to provide immediate resolution & for SIP.
- Monitor and analyse metrics related to technical complaint resolution such as resolution time resolution rates and customer feedback. Identify and address any performance gaps.
- Work on repeat reduction of technical complaints along with cross functional teams.
- Collect and analyse feedback from customers regarding their experience with technical support. Use this feedback to drive continuous improvement in processes and service delivery.
- Manage the Virtual Service Manager Desk tracking performance metrics such as CCI MTTR and repeat complaints.
- Implement strategies to improve NPS and enhance overall customer satisfaction.
- Optimize contact center operations for improved efficiency and performance.
- Lead mentor and support contact Center team ensuring they meet performance goals and receive ongoing development.
- Oversee the management of the SA (Service Assurance) Base ensuring accurate and up-to-date information.
- Responsible for updating and maintain the escalation matrix on the KYSM portal on time.
- Manage and track SA Reap processes ensuring timely and accurate execution.
- Responsible for linear approval processes ensuring compliance with company policies.
- Manage the Linear repository maintaining accurate records and documentation Coordinate with the Network team for regularization.
- Develop and manage the third-party scorecard to assess performance and compliance.
- To ensure reduction in CCI Customer complaint Index
- To ensure SR and complaints tickets are cleared within the stipulated timelines
- Timely preparation of RCA and feed CFTs to effectively work towards complaint reduction
- Vendor management
- Ensure error free solution
- CSAT/NPS
Normal Shift
Technology Team
Customer NOC Team
Compliant Management team
Relationship Management team
Regional CSO teams
Product Team
Should have relevant knowledge and experience of -
- Good Process knowledge
- Email Centre Client Experience
- Team management
- Data efficiency
System knowledge
- Sound Knowledge in Telecom or a similar role in any industry.
- Industry-Specific Knowledge Domain Expertise
- Minimum 10 years of relevant experience preferably in Telecom Domain
- Strong customer focus
- Good analytical skills
- Strong communication and interpersonal skills
- Inclination towards innovation
- Decision Making
- Client Orientation
- Relationship Management
Employment Type
Full-Time
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