Lead - Wireless Assurance

Wireless Service Assurance Lead- you will be responsible for handling Fault repair, Performance Improvement, KPI Drive & Action Plan implementation. It would be your job responsibility to continuously to monitor, performance enhancement in-line with targets, process/SoP adherence, remove obstacles in service deliverables.

Key Responsibilities:

• Responsible for KPI delivery as per target & action for continues improvement
• Responsible for identification of improvement areas for the circle & define corrective actions
• Responsible for quality of fault repair /workmanship in the circle
• Responsible for continuous improvement in customer experience
• Optimum use of resources with planned productivity
• Responsible for timely material availability and consumption booking
• Work closely with all stakeholders to ensure smooth operations.
• Recommend process improvement to enhance customer experience
• Co-ordinate with partner to ensure timely support to field team.
• Escalation handling for internal & external customers
• Reduction of Customer Interaction, SR Rate, SLA & Quality of workmanship (Repeat + Reopen)
• Regular monitoring of fault repair performance, analyze customer faults for corrective actions
• Training of field resources.
• Gate meeting at defined frequency
• Field Visits are defined norms.