04/11 Harsh Bir Kaur
Snr Consultant at Globalhunt India Pvt Ltd

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Head - Customer Support Group - Telecom (5-15 yrs)

Guwahati Job Code: 274054

Opening in Leading Telecom Operator for Customer Support Group- Head in Guwahati

Profile : Customer Support Group

Designation : Senior Manager

CTC : upto 20Lacs

Age : 36 max

Job Description :

Essence of Role - Key Accountabilities :

- Responsible for the customer service strategy and execution for the circle

- To manage customer service for all in-house & outsourced operations

- Responsible for managing the overall Cost of Service

- Strategies and tactics to manage overall churn

- To build a high performance and service centric culture with the circle

- To retain talented team members, TNI & performance gaps of team members 1

Strategic :

- To design customer service strategy & initiatives in line with the objectives of the company for the circle

- To enhance the Service Reach/Access within the circle collaborating with the retail head

- To design tactics and strategy to manage overall circle churn within defined limits

- To keep a tab on business trends and forecasting requirements for enhancing the customer experience further within the circle

- To facilitate Automation/Process Changes that will enhance - Customer Experience- across all customer touch points

- To focus on reducing the Cost of Service

- To provide inputs to the Corporate Service Delivery Team on - changes/practices- that can benefit all circles

Operational :

- CSG - Service provisioning & activations, Complaint & Request TAT Management, Process Improvements, Regulatory Compliance, CAF Compliance, Audits- Process/Transactional Level, Overall MIS

- HNI- Segmentation, Revenue and Relationship management

- Maintain quality- Transactional & Process Level, TRAI/TNS Audits, and audits for retail outlets

- Recruitment/Manpower - Planning & adherence

- IT infrastructure requirement/enhancement & UATs

- Supporting zonal teams in CS delivery

- Managing Activation Hub Operations through effective service partner engagement

- CAF Compliance through effective coordination with the Sales & Regulatory Team.

Developmental :

- Talent retention through career planning

- Create a work environment that is conducive for company's growth

- Identify TNI basis performance gaps of team members

For further details call at 8697317405

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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