Understand the business context and plans along with the overall philosophy and guidelines of the customer service function
Understand how O2A Platform works through the complete lifecycle understanding of Order to Activation/Usage
Work with multiple stakeholders to track the progress of all KPIs of performance & quality related to O2A/U
Work with the entire team of O2A for different LOBs, to understand, create CWNs, schedule reviews basis the sound analytics on the areas needing attention
Work on multiple channels or business lines simultaneously
Ensures all the timelines, schedules, costs, and performance indicators are tracked on pre-decided frequency and are maintained for any reviews with the management.
Having working knowledge of the service excellence field to do the root cause for failures and suggest the fixes along-with the stakeholders