Job responsibility
- Partner Management
- Managing the SME Customer CC Operations for L2
- Ensuring Quality | Reduction of CCI, MTTR and Repeat
- Ensuring DNPS / CSAT
- Brining the Operation KPI
- Creation of Customer life cycle Management for all process | IT developments related to the same
- Audits of CLCM
- Ensuring compliance and continuous improvements in the life cycle management to enhance customer experience.
- Sharing Digital requirements to CE team for enhancing customer experience.
- Member of IBD committee
- Validation of RFP for products from customer perspective
- Partner KPI tracking and reconciliation
- Ideation – New Project conceptualization & Requirement Gathering
- SA WBSE validation and allocation
- Management for Internal, External Stakeholders from Service assurance prospective
- Managing Delivery of TTL manage customers
- Identifying and prioritizing key areas and developing new features and functionalities which would benefit customer experience by streamlining workflows.
- Project Management - work on functional design, process design (including scenario design, flow mapping), prototyping, testing, training, and defining support procedures
- Serve as liaison between stakeholders and concerned teams for Project deliverables.
- Data Management – Accuracy and reporting for TTL SLT
- Interlocks with Internal & External stakeholders
- Quality Audit Management for the Partner
- Creating POA for the NPS @ Service operation centre
- Internal Escalation management for SME/LE and Carrier stakeholders
- Cost Saving and resource planning as per requirements
- Participating in external Audits from Service assurance
Shift Working
Normal Shift
Key Customer
Customers Internal teams | IT , BU.RSA,NOC,FO, Product, Planning
Necessary Preferred
Skills
- Customer-focused mindset with a commitment to delivering exceptional service.
- Vendor/Partner Management and Cost analyst
- Strong technical aptitude and the ability to troubleshoot technical issues
- Excellent communication and interpersonal skills
- Familiarity with relevant technologies, tools, and methodologies.
- Ability to work independently and collaboratively in a team environment.
- Project Management – Ability to plan Projects and manage timelines
- Sound Knowledge in Telecom [ Enterprise Management] or a similar role in any industry.
- Industry-Specific Knowledge – Domain Expertise
Qualification
Bachelor Degree / B Tech [Optional ]
- Six Sigma Lean /ITIL foundation/AWS professional /JCHNP certified
- .
Overall Work Experience
.
- Total Experience of 15+ years in Telecom industry
Behavioural Attributes
- Leadership Skill | Team Manager
- Self-motivated
- Always a learner
- Team player
- Strong customer focus
- Good analytical skills
- Strong communication and interpersonal skills
- Inclination towards innovation
About Us
Transforming Businesses through Digitalization
Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.
Our People Shape Our Journey Ahead
We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.
