Lead - Customer Delivery - Telecom

Key Responsibilities:

- Responsible for key such as - TAT; SDR; FTF; Repeat repair; Cost of Service; CSAT scores, Trade satisfaction in the region

- Manage service lifecycle for Reliance Jio Device customer

- Continuous monitoring of deviations and ensure corrective and preventive action taken for these cases

- Identify non value process and innovate for better operational efficiency

- Audit customer complaints and create framework to improve service delivery

- Conduct weekly reviews with operations team to understand operational gaps and innovate to close them with effective Process

- Monitor state wise operational parameters and create nation wide ranking grid for the same.

- Visit service centres across India and evaluate basis on benchmarked service delivery parameters

- Share best practices from each circle and facilitate implementation through automation of manual process .

Criteria:

- Must have after sales service experience from a reputed electronic or telecom firm.

- Minimum of 10 + years of experience in handset BIX or operator based company.

- Should have managed a service delivery operations

- Should have device after sales experience

- Must have process innovation and automation experience

- Managed the channel partners & repair vendors