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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Recruitment Services |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Job responsibilities
To manage and maintain KPIs and ServiceQuality at PAN-India level for SME+TC+Carrier business in the specified region
The objective of this role is tocontrol and monitor performance of KPIs and SLAs of customer services servedthrough wireless and wire line network and to achieve Revenue / EBIDTA targetsas per business objectives / plan.
Responsible for customerservices quality provided throughGSM, CDMA, 3G, HSIA, MPLS, NLD,enterprise Services, leased lines, IDC Services, Cloud Services, Wi-Fi, WiMax,L/MMDS, Broadband and Packet Core.
Focused approach towards servicesimprovement plan through root cause analysis of the service failures on repeatbasis, mass outages and long duration outages
Ensure Communication of Corrective andPreventive actions for zeroing down on fault repetition to RelationshipManagers.
Functional areas
Trouble Shooting, Root cause Analysisand Preventive course of Actions
Develop and manage strong alliance withinternal/external stake-holders to improve the predictability of deliverablesto better SLA and QOS readiness for new services and cost effective solution.
Service Level Management
KPI and SLA Reporting of customerservices
Contract Compliance governance (for SLA)
Facilitate trouble free service to the customer in allaspects of the relationship.
Improvement in CSAT score
Monitor Performance Management and design Team DevelopmentInitiatives to enhance performance.
Organize service camps for Corporate clients.
To ensure repeat cases are properly analyzed for theComplaint Management Process as well ensuring customers are intimated inadvance as per SLA.
Drive Repeat Reduction programs to improve customersatisfaction Drive Call Centre Quality
Track repeat complaints do a RCA of the same undertake corrective action.
Employee Engagement
BuildingResource Capability and the Talent Pool.
Monitor Performance Management and design TeamDevelopment Initiatives to enhance performance.
Process Improvements
Identify process gaps based oninternal investigation and process correction with Product ITdevelopments
Monitor and Audit outsourced callcentre partner performance on agreed deliverables
Create Knowledge database ofdifferent service complaints and their solutions for referral
General
Take necessary steps for Improvement in CSAT ESATscore
Monitor Control dashboards publicationfor senior management
Reduce operational costs through tightercoupling of business processes and more automation
Technical skills
Relationship Management through understanding of areas where Telecom services and solutions from TTSL can add value to customer
Relevant experience in RCAs and PCAs
Industry Knowledge: Knowledgeof any End User Industry will be an added Advantage
Knowledge of Customer services processes
Product knowledge
Qualification: B.E/B.Tech
Experience:
Keyskills :
cost effectiveemployee engagementservice leveltechnical skillsproduct knowledgewire lineenterprise servicesperformance managementrelationship managementservice level managementroot causeservice assuranceroot cause analysiscustomer servicecus