Team Member - Life cycle Ops & VSM

Role Overview: You will be responsible for supervising the team in handling all technical complaints and NT received through the contact center. Your main focus will be to ensure service recovery of dissatisfied customers, develop strategies to improve the resolution process, and enhance customer satisfaction. You will also collaborate with other stakeholders to provide immediate resolution and monitor metrics related to technical complaint resolution. Key Responsibilities: - Supervise the team in handling technical complaints and NT received through the contact center - Ensure service recovery of dissatisfied customers - Develop strategies to improve the resolution process and enhance customer satisfaction - Maintain escalation procedures for streamlined handling of escalated cases - Collaborate with other stakeholders for immediate resolution and for SIP - Monitor and analyze metrics related to technical complaint resolution - Work on repeat reduction of technical complaints with cross-functional teams - Collect and analyze feedback from customers regarding their experience with technical support - Manage the Virtual Service Manager Desk and track performance metrics - Implement strategies to improve NPS and overall customer satisfaction - Optimize contact center operations for improved efficiency - Lead, mentor, and support the contact center team - Oversee the management of the SA Base - Responsible for updating and maintaining escalation matrix on the KYSM portal - Manage and track SA Reap processes - Develop and manage the third-party scorecard for performance assessment Qualifications Required: - Graduate - Minimum 10 years of relevant experience preferably in Telecom Domain About the Company: Tata Tele Business Services (TTBS) is a leading enabler of connectivity and communication solutions for businesses in India. They offer a wide range of ICT services, including connectivity, collaboration, cloud, security, IoT, and marketing solutions. With a focus on customer-centricity and innovation, TTBS continues to be recognized for its services. TTBS values its people and believes in nurturing talent to drive innovation and success in the digital connectivity space.,