Head - Customer Service & Retention - Telecom

Head - Customer Service & Retention

Location Chennai

A Leading Telecom House

- Owning the Metro operations and minimized performance Variance along Metro

- Own and Deliver CSD KPI's for the Metro in line with AOP

- Implement & Drive Collaborative Initiatives across Departments on Customer Service at a City Level, in order significantly enhance business performance.

Deliverables (Maximum 5-6 key responsibilities) :

- Ensure the higher level of between Sales & service at city to ensuring documentation compliance on sales

- Effective Management of ARC's and increasing partner involvement

- Increase the Productivity of ARC/Agencies with regular review with Metros.

- Review and improve high customer retention through Metros.

- Developing strategy and the timely execution of action through ASCs to enhance Rural experience.

- Operationally Manage the entire product/service Lifecycle at the Metro Level as well as track and report on performance of various initiatives

Major Challenges :

- Managing the engagement between metros and circle CS/Sales verticals

- Understand & Proactively prepare for future business challenges based on current trends

- Influencing ZBMs in the execution of CS action at metros.

- Manage Conflicts