The opening is with one Tata Teleservices and it is one of major telecom player in the market. The JD is as below

I) Position Summary

a) Key Objective / Purpose of the Job:

1- Retaining customers who have given request for termination, thereby controlling Revenue and Volume churn

b) Major Activities:

- Analyzing Voluntary churned customer behavior & traits based on segment / product etc for the region

- Developing & implementing programs based on the above interpretations to proactively reduce churn.

- Understanding the pulse of the churned customer [VOC], External & Internal factors [new process / policy / products], which impact churn and thereby suggest solutions / alternatives / ways of handling such situations.

- Drive field agencies to retain customers as per the targets given

- Provide support to field agencies in resolving customer issues

- Analysis of existing retention tools, periodic review and feedback

- Coordinate with the SPOC at H.O to seek support / give inputs on any current challenges / processes

- Ensure adherence to policy and processes

- Conduct and publish Audit reports on various voluntary retention processes

- Ensuring timely reporting of value & count churn for all products & segments

- Preparing Hub / Cluster wise retention performance dashboards for all products & buckets

Primary Interactions – Internal

- Other CSD teams

- Network team

- Finance

- Product

Primary Interactions – External

- Agencies – Telecalling , field efforts

II) Person Specification:

a) Essential Qualifications: Graduation

b) Requisite Skills:

Technical

- Telecom domain knowledge, MS Office

Functional

- Knowledge on Customer Life Cycle Management & Telecom operations experience

Behavioral - Good Communications, Assertive, Proactive approach and excellent foresightedness

c) Work Experience

8+ years in Retention / Collection profile, with Field Agency handling experience, preferably in Telecom

Please send your updated resume along with CTC and notice period

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