Business Analyst/Program Manager - Prepaid - Telecom

Company: Airtel

Designation: : Program Manager - Prepaid

Purpose of the Job

1. Monitor and analyze the inbound calls to identify the process or people related gaps and thus work towards reducing the calls and complaints by doing corrections in the relevant process and policies.

2. To support sales team with quality resolution of queries and complaints at RHD thus promoting/maintaining brand loyalty.

Deliverables (Maximum 5-6 key responsibilities)

1. Coordinate with Process Owner in order to track and maintain RCA for any gaps /failures resulting in customer dissatisfaction.

2. Rigorous Measurement and Management of VOC/Escalations/Issues received from the Partners which will help to reduce CPC.

3. Regular business reviews with Central Operation Team & Partner to ensure delivery of Key business indicators also to get Major VOC/Process issues in order to improve / reduce process CPC. Daily Monitoring of all KPI- s

4. Analyzing Major reasons of call and sharing of the data with all relevant stakeholders & Implement Strategies/coordination with respective teams to eliminate such calls@ CC to Reduce CPC.

5. Weekly Call Listening of the CC to ensure No Non- Compliance in Quality & Customer Satisfaction.

6. Analyzing IVR Data/Base/QRC Data to understand which type of customer base is increasing/Calling at CC/Type of calls.

Sharmila Kothandan

FLEXI Careers India,

044-42941257/9940583094