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 CFT’s to effectively work towards complaint reduction
- Vendor management
- Ensure error free solution
- CSAT/NPS
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 developmentsMonitor 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 reductionMonitor & Control dashboards publication for senior managementProvide long-term inputs for IT strategy by specifying a business process frameworkFacilitate predictable, repeatable, and scalable implementation projects by using standard components
Shift Working
Normal Shift
Key Customer
External Customers / Business PartnersInternalTechnology TeamCustomer NOC TeamCompliant Management teamRelationship Management teamRegional CSO teamsProduct Team
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
- .
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.
