Team lead Service Assurance

4 - 7 Years
Pune

Job Description


Over all responsibility
  • To manage/ maintain KPIs and Service Quality at PAN-India level for SME+TC+Carrier business in the specified region.
  • The objective of this role is to control and monitor performance of KPIs and SLAs of customer services served through wireless and wireline network and to achieve Revenue / EBIDTA targets as per business objectives / plan.
  • Responsible for customer services quality provided through GSM, CDMA, 3G, HSIA, MPLS, NLD, enterprise Services, leased lines, IDC Services, Cloud Services, Wifi, Wimax, L/MMDS, Broadband and Packet Core.
  • Focused approach towards services improvement plan through root cause analysis of the service failures on repeat basis, mass outages and long duration outages
  • Ensure Communication of Corrective and Preventive actions for zeroing down on fault repetition to Relationship Managers.

Functional areas
  • Trouble Shooting, Root cause Analysis and Preventive course of Actions
  • Develop and manage strong alliance with internal/external stake-holders to improve the predictability of deliverables to better SLA and QOS readiness for new services and cost effective solution.
  • Service Level Management
  • KPI and SLA Reporting of customer services
  • Contract Compliance governance (for SLA)
  • Facilitate trouble free service to the customer in all aspects of the relationship.
  • Improvement in CSAT score
  • Monitor Performance Management and design Team Development Initiatives to enhance performance.
  • Organize service camps for Corporate clients.
  • To ensure repeat cases are properly analyzed for the Complaint Management Process as well ensuring customers are intimated in advance as per SLA.
  • Drive Repeat Reduction programs to improve customer satisfaction Drive Call Centre Quality
  • Track repeat complaints & do a RCA of the same & undertake corrective action.
Employee Engagement
  • Building Resource Capability and the Talent Pool.
  • Monitor Performance Management and design Team Development Initiatives to enhance performance.
  • Process Improvements
  • Identify process gaps based on internal investigation and do process correction with Product & IT developments
  • Monitor 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 Improvement in CSAT & ESAT score
  • Monitor & Control dashboards publication for senior management
  • Reduce operational costs through tighter coupling of business processes and more automation

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: Knowledge of any End User Industry will be an added Advantage.
  • Knowledge of Customer services processes
  • Product knowledge

Overall Work Experience
  • Must have 4-7 years of work experience in Telecom Services in the areas of Operations and Planning and Implementation. Understanding of all verticals of Customer Service.
  • Should have sound achievements, accolades, recognitions for previous job

Behavioural Attributes
  • Pleasing Personality & Good interpersonal skills with ability to nurture business relationships
  • Strong values and character to inspire trust and confidence in peers and customers.
  • Team leadership
  • Excellent skills in Planning, Problem Solving, Negotiating, Opportunity Creation,
  • negotiation skills
  • Strong analytical skills
  • Good Communication Verbal & Written and Presentation Skills
  • Customer Centric
  • Self Driven to excel in assigned area of operation
  • Strong capabilities to work in Teams: Collaborative working in cross functional teams; leadership to lead the cross functional teams from TTSL side in engagements with Clients.


Keyskills

Desired Candidate Profile

Please refer to the Job description above

Education-

UG:B.Tech/B.E. - Any Specialization

Company Profile

HR Ace

HR Ace is a proprietorship firm founded and headed by Gurpreet Jaggi. We believe in the value of exceptional talent in the delivering transformative results for our clients. We strive to build long-term relationships with our candidates and clients

We focus on comprehensive selection, placement, and training of high quality talent at various levels ranging from mid to senior level management across multiple industries. Our team comprises of experienced recruitment and training professionals with in-depth knowledge of various sectors.
View Contact Details+

Contact Company:HR Ace

Reference Id:HRACE-19-065

Salary

Not Disclosed by Recruiter

Industry

Telecom/ISP

Functional Area

ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category

Quality

Role

Quality Assurance/Quality Control Manager

Employment Type

Full Time, Permanent