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    Manager - Customer Service Operations Mobility IoT Customer Service Operations - B4101 1 - Pune, India - timesjobs

    timesjobs
    timesjobs Pune, India

    3 weeks ago

    Default job background
    Full time
    Description

    Position:
    Manager - Customer Service Operations (Mobility & IoT Customer Service Operations) - B4101_1

    Date: 22 Feb 2024


    Location:
    Pune, India


    Company:
    Tata Communications

    Broad outline of the Role

    Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Mobility and IoT domain with the objective of providing timely resolution to technical issues faced by customer and ensuring a good post-sales support experience to the customer.

    This is a tactical role which has a significant mid-term impact on business units overall results.
    Purpose
    Broad objective of the role
    Size and Scope of Role

    No. of direct reports
    Total team size

    Minimum qualification & experience
    Graduate with 7-12 years of experience
    Other knowledge/skills

    Excellent customer handling ability.
    Should have dealt with large team sizes.
    Experience on building process efficiency
    Expertise on implementation, installation, integration troubleshooting and overall functionalities.

    Key Responsibilities

    Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.

    Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.

    Plan support needs for the customer; ensure timely execution of service acceptance function and compliance with turnaround time (SAT)
    Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.
    Monitor spikes in escalation of tickets.
    Devise mechanism to track all escalations and identify root cause of the escalations.
    Identify improvement areas in terms of process, people, resources to avoid escalating situations and implement solutions.
    Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.
    Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.
    The role will lead a large team.

    Technical Competencies
    Knowledge / Skills

    Communication Skills

    Job Segment:
    Operations Manager, Service Manager, Engineer, Operations, Customer Service, Engineering
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