Head - Customer Support Group - Telecom

2COMS Consulting Pvt. Ltd.
  • Guwahati
  • 10-15 lakh
  • 5-10 years
  • Views
  • 12 Oct 2016

  • Customer Service

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

Essence of Role - Key Accountabilities :

- Responsible for the customer service strategy and execution for the circle

- To manage customer service for all in-house & outsourced operations

- Responsible for managing the overall Cost of Service

- Strategies and tactics to manage overall churn

- To build a high performance and service centric culture with the circle

- To retain talented team members, TNI & performance gaps of team members 1

Strategic :

- To design customer service strategy & initiatives in line with the objectives of the company for the circle

- To enhance the Service Reach/Access within the circle collaborating with the retail head

- To design tactics and strategy to manage overall circle churn within defined limits

- To keep a tab on business trends and forecasting requirements for enhancing the customer experience further within the circle

- To facilitate Automation/Process Changes that will enhance - Customer Experience- across all customer touch points

- To focus on reducing the Cost of Service

- To provide inputs to the Corporate Service Delivery Team on - changes/practices- that can benefit all circles

Operational :

- CSG - Service provisioning & activations, Complaint & Request TAT Management, Process Improvements, Regulatory Compliance, CAF Compliance, Audits- Process/Transactional Level, Overall MIS

- HNI- Segmentation, Revenue and Relationship management

- Maintain quality- Transactional & Process Level, TRAI/TNS Audits, and audits for retail outlets

- Recruitment/Manpower - Planning & adherence

- IT infrastructure requirement/enhancement & UATs

- Supporting zonal teams in CS delivery

- Managing Activation Hub Operations through effective service partner engagement

- CAF Compliance through effective coordination with the Sales & Regulatory Team.

Developmental :

- Talent retention through career planning

- Create a work environment that is conducive for company's growth

- Identify TNI basis performance gaps of team members

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About Organisation

2COMS Consulting Pvt. Ltd.