Team Leader-Technical

Aeronube Technologies
  • Mumbai
  • 10-15 lakh
  • 8-13 years
  • Views
  • 11 Apr 2017

  • Operations

  • Telecom/ Mobile Operator/ ISP/ Telecom Vendor
Job Description

Sets up and maintains all Email and self care processes and infrastructure to resolve complex customer issues escalated by assisted care agents
Manages Email and self care operations and ensure timely resolution of issues allocated.
Provides support for day-to-day troubleshooting & network/ IT system management
Undertakes Route Cause Analysis (RCA) and develops both temporary / permanent fixes to avoid recurrence
Acts as the point of escalation for any errors and / or dispute management, ensuring any issues are addressed through empowered agents
Drives and guides the quality of customer service delivery within the operations
Ensures alignment between broader Customer Service Division (CSD) expectations, customer and employee needs, and operational quality and performance criteria
Implements best practice standards
Drives operational delivery in line with optimal solutions designed for specific business outcomes eg. world-class customer experience
Provides feedback and education to the Regional Operations teams on any common customer issues or incorrectly assigned customer issues.
Manages the Service Request team to ensure realtime support and coordination of troubleshooting to resolve SRs within SLA
Manages the implementation of SR resolutions related to Billing, Provisioning, Acquisition, Device and Network and Sales Marketing

Commercial and Financial Management

Executes budgets to ensure commercial sustainability and growth
Drives CNOC operational performance within operational budgetary constraints

Stakeholder Management

Establishes and maintains a professional working relationship with the Regional Contact Centre operations teams
Manages escalations and all matters relating to Email and Self care service level issues across the Contact Centre cluster

People Management

Leadership
Leads by example in living the values of the organisation
Ensures the cluster is fully equipped to handle the work load and distribute work flow
Coaches to ensure a full understanding of consequences of errors
Creates an environment that fosters team work and co-operation amongst team members
Creates awareness of jios strategic objectives and their alignment to the cluster and company objectives
Communicates effectively, building and maintaining relationships
Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

Attraction & Selection
Ensures appropriate staffing and action accordingly across the Contact Centre cluster
Identifies need for creation of position and forward recommendation to direct manager and HR
Selects and places candidates in terms of agreed recruitment and selection process

Retention
Develops and empowers people, recognizing and rewarding value-added performance

Training and Development
Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
Monitors implementation of training needs as per individual development plans

Career Pathing and Succession Planning
Identifies, manages and develops talent

Performance Management
Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs
Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action


Competencies/Skill sets for this job

Performance Improvement Troubleshooting Service Delivery

Job Posted By

Nirmalyo Banerjee
Founder & CEO

About Organisation

Aeronube Technologies