Team Member - Life cycle Ops & VSM

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.

• 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

Normal Shift

Technology Team

Customer NOC Team

Compliant Management team

Relationship Management team

Regional CSO teams

Product Team

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

• Minimum 10 years of relevant experience preferably in Telecom Domain

• Strong customer focus


• Good analytical skills


• Strong communication and interpersonal skills


• Inclination towards innovation


• Decision Making


• Client Orientation


• Relationship Management