Lead - Retention & Relations - Telecom

ROLE PURPOSE:

The position is responsible for the following :

- Management and reduction of overall Churn

- Revenue Churn Management.

- Churn forecasting and strategy -planning and execution of activities to achieve targets at circle

- Vendor Management

- Driving zonal team for churn management

ESSENCE OF ROLE: Key Accountability:

- To ensure customer retention

- Enhance revenue & net Adds.

- Postpaid Subscriber Churn Revenue Churn

Revenue Subscriber Churn - Budget (1.5%)

- Premium Churn Reduction as per Target

- Churn Analysis & Strategy

Accuracy of prediction of Churn: - 95%

- Planning & execution of activities to achieve predicted targets:

- Regular monitoring of performance

- Customer Churn Management Through Proactive Measures

- Engaging and panning activities for maximum retention of customer in churn Management

Vendor Management :

Managing the vendor on:

- Manpower training and quality

- Payouts

- Attrition

TYPICAL OUTPUTS:

Monthly Churn of postpaid subscribers, agency performance, costing agency

COMPETENCY MAP :

GLOBAL PERFORMANCE DRIVERS :

FUNCTIONAL SKILLS:

- Good Analytical Skills

- Good communication and presentation skills

- Management skills (Team/Time/Agency etc.)

- Thorough understanding of the Post Paid Business Processes

- In depth knowledge of Customer Service Processes

- Knowledge of the Collection and Credit Management processes

- Proficiency in MS office Applications

- Call center and vendor Management