Principal Consultant at Talent Leads Consultants
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Circle Service Head - Telecom (6-14 yrs)
Enabling all FS delivery points and teams to make it easy and simple for our customers to deal with us by:
- Timely and Quality Installation
- Speedy and Quality Resolution of Viewing related problems faced by customers
- Acting upon Customer Satisfaction Study reports on a monthly basis and providing necessary input to various delivery teams.
- Ensure that there are no fraudulent accounts created / installed in the state.
Installation and Field Repair
- Selection, appointment and continuous management of ISPs
- KPI / SLA management (of various delivery units / partners)
- ISP and other vendors contract administration and management
- Quality of people, tools and training
Policy & Process Compliance
- Ensure that the organisation's processes and policies are adhered to.
- Provide regular input to keeping our processes in alignment with our service philosophy - Easy & Simple.
- Provide input to planning, training and quality as applicable
- Ensure that all necessary actions are taken based on the annual wave of CSAT study at strategic level
- Take quick action on input provided by the Central Quality and PI team (monthly tracker) to correct processes or any other tactical measures
People Management and Development
- Select, Develop and Retain quality manpower at all levels in the region (including direct and indirect manpower and vendors)
- Provide timely and necessary input to people on performance
- Ensure that the service philosophy is understood and communicated to all levels and individuals
- Maintain transparency in dealing with people and performance management
- Guardian and Champion of organisational culture in the state
Productivity and Cost Effectiveness
- Improve productivity continuously (without compromising quality) and therefore, keep costs at optimum levels.
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