Description| Job responsibility | 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.
| Functional areas | - 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
| | | | | | | 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 | Normal Shift | |
| |
| Key Customer | External | Customers / Business Partners |
| Internal | Technology Team Customer NOC Team Compliant Management team Relationship Management team Regional CSO teams Product Team |
| - | Internal | | |
| Necessary | Preferred |
| Skills | 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
|
| . |
| Qualification | Graduate | |
| . | . |
| Overall Work Experience | | |
- Minimum 10 years of relevant experience preferably in Telecom Domain
| . |
| Behavioural Attributes | - Strong customer focus
- Good analytical skills
- Strong communication and interpersonal skills
- Inclination towards innovation
- Decision Making
- Client Orientation
- Relationship Management
| |
| . | . |
DescriptionJob responsibilityOverall responsibilitySupervise the team in handling all technical complaints& NT received through the contact center Ensure Service Recovery of Dissatisfied CustomersDevelop strategies to improve the resolution process and enhance customer satisfaction.Develop and maint...
Description| Job responsibility | 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.
| Functional areas | - 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
| | | | | | | 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 | Normal Shift | |
| |
| Key Customer | External | Customers / Business Partners |
| Internal | Technology Team Customer NOC Team Compliant Management team Relationship Management team Regional CSO teams Product Team |
| - | Internal | | |
| Necessary | Preferred |
| Skills | 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
|
| . |
| Qualification | Graduate | |
| . | . |
| Overall Work Experience | | |
- Minimum 10 years of relevant experience preferably in Telecom Domain
| . |
| Behavioural Attributes | - Strong customer focus
- Good analytical skills
- Strong communication and interpersonal skills
- Inclination towards innovation
- Decision Making
- Client Orientation
- Relationship Management
| |
| . | . |
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Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
