Circle Head - Customer Service - Telecom

Our client is one of the Top Telecom Operator with pan India presence. We have been retained by them to help in scouting for best talent for their expansion.

Circle Customer Service Head

Position Summary:

- Overall responsibility of managing customer service function at the circle.

- Responsible for driving customer on-boarding and verification, TERM reporting and compliance.

- Seamless coordination between CC teams and other functions at the circle for resolution of customer issues and service delivery. Close looping of SR within SLA

- Responsible for Nodal and Appellate and other TRAI deliverables.

Job Description:

- Smooth Customer on-boarding and subsequent verification processes.

- Responsible for Term reporting and compliance for the circle.

- Responsible for coordinating with CC team on forecasting, product and campaign info, and voice of customer, including interlock between CC team and other functions at the circle, ie Network, IT, product, VAS.

- Responsible for Nodal and Appellate and other TRAI deliverables.

Key Responsibilities:

- Driving compliance and deliverables on CAF compliance, at AV Agency and distributors/ store locations

- Support S&D and Regulatory towards improving compliance of distributors and retailers on customer on-boarding.

- Submission of subscriber base data (HLR data, IN data, CDR data, Customer and partner data and as required by TERM cells from time to time), as per formats.

- Submission of CAFs/ CAF copy/ image on sample audit and explanations and closure on TERM audit and score

- Support to Regulatory and Legal teams on police and LEA cases

- Seamless co-ordination between CC team and various functions at the circle for service delivery.

- Ensuring close looping of SR within SLA with zero pendency

- Constantly monitoring the Service levels of the call centre for own circle

- Ensuring minimum repeat calls at the call centre, sending the feedback to CLM, Training Department for informing customers & training employees internal or call centre based agents.

- Nodal, Appellate delivery and TRAI reporting

Level of Education : MBA

Experience: 12-15 years significant expertise in customer service. Customer relationship management, call centre management, etc