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    Service Enablement Manager - Kolkata, India - BT Group

    BT Group
    BT Group Kolkata, India

    3 weeks ago

    Default job background
    Description

    What you'll be doing

    1. Coordinates customer performance, ensuring processes are followed to maintain levels of quality and responsiveness to meet service level agreements (SLAs) around goals, customer satisfaction, escalations.
    2. Manages feedback loops, supporting strategic decisions made within the BT Group's lines of business with actionable quantitative data.
    3. Manages reporting, and review of analytics and metrics to assist in defining trends, key risk and key performance indicators in efforts to identify and proactively address problems and manage the operational performance of the BT Group.
    4. Manages teams through proper workflow and data entry of incidents, requests, problems, and knowledge articles.
    5. Coordinates the resolution of complex issues using advanced technical knowledge where analysis of service quality is reviewed and used to enhance the tech support service model.
    6. Monitors, manages and ensures implementation of methodologies, techniques, and evaluation criteria for projects, programmes, and people-based enhancements.
    7. Drives the execution of business case creation for enhancement investments that will improve the overall experience associated with customer service capabilities.
    8. Champions, continuously develops and shares with team knowledge on emerging trends and changes in customer service.
    9. Coaches talent, and leads others, to develop capabilities and ensure performance through upskilling, development and recruitment.
    10. Implements ways to continuously improve and optimise working processes within the area of customer service.
    11. Manages complex/ senior stakeholder and customer relationships.

    The skills you'll need

    Complaint ManagementIssue DiagnosisCommunicationIssue ResolutionContinuous ImprovementProblem SolvingCustomer ExperienceCommercial AcumenTalent ManagementKPI/Metric MonitoringDecision MakingFeedback ManagementGrowth MindsetCustomer Relationship ManagementQuality AssuranceStakeholder ManagementConflict ResolutionPerformance ManagementInclusive Leadership

    Our leadership standards

    Looking in:
    Leading inclusively and Safely
    I inspire and build trust through self-awareness, honesty and integrity.
    Owning outcomes
    I take the right decisions that benefit the broader organisation.

    Looking out:
    Delivering for the customer
    I execute brilliantly on clear priorities that add value to our customers and the wider business.
    Commercially savvy
    I demonstrate strong commercial focus, bringing an external perspective to decision-making.

    Looking to the future:
    Growth mindset
    I experiment and identify opportunities for growth for both myself and the organisation.
    Building for the future
    I build diverse future-ready teams where all individuals can be at their best.

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