Manager - Contact Centre - Telecom

Our client is one of the Top Telecom Operator with pan India presence . We have been retained by them to help in scouting for best talent for their expansion.

Manager Contact Centre

Position Summary:

- Seamless coordination between CC teams and other functions at the circle for resolution of customer issues and service delivery.

- Close looping of SR for own circle within SLA and ensuring zero pendency.

- Inputs to Circle CLM, Circle and corporate training departments for information to customers and internal employees as well as call centre agents.

- Responsible for the Nodal function.

Key Responsibilities:

- Communicate Day to day Circle requirement or changes that effect the contact centre operation.

- Product & Marketing updates - New Launch product communication

- CLM updates and BULK SMS information

- VAS Updates and related product issues.

- S&D / Channel partners

- COCO/FOFO details

- Network, TSG, IN NOC team

- Understand the VOC and cascade the same to circle stake holders.

- Close looping of SR for own circle within SLA and ensuring zero pendency.

- Inputs to Circle CLM, Circle and corporate training departments for information to customers and internal employees as well as call centre agents.

- Service delivery failure escalations on Nodal desk - for closure.

Experience: 6 - 7 years in customer services. Significant expertise in customer service operations. Customer relationship management