Tatatel - Lead - Voluntary Retention

The opening is with one Tata Teleservices and it is one of major telecom player in the market. The JD is as below

I) Position Summary

a) Key Objective / Purpose of the Job:

1- Retaining customers who have given request for termination, thereby controlling Revenue and Volume churn

b) Major Activities:

- Analyzing Voluntary churned customer behavior & traits based on segment / product etc for the region

- Developing & implementing programs based on the above interpretations to proactively reduce churn.

- Understanding the pulse of the churned customer [VOC], External & Internal factors [new process / policy / products], which impact churn and thereby suggest solutions / alternatives / ways of handling such situations.

- Drive field agencies to retain customers as per the targets given

- Provide support to field agencies in resolving customer issues

- Analysis of existing retention tools, periodic review and feedback

- Coordinate with the SPOC at H.O to seek support / give inputs on any current challenges / processes

- Ensure adherence to policy and processes

- Conduct and publish Audit reports on various voluntary retention processes

- Ensuring timely reporting of value & count churn for all products & segments

- Preparing Hub / Cluster wise retention performance dashboards for all products & buckets

Primary Interactions – Internal

- Other CSD teams

- Network team

- Finance

- Product

Primary Interactions – External

- Agencies – Telecalling , field efforts

II) Person Specification:

a) Essential Qualifications: Graduation

b) Requisite Skills:

Technical

- Telecom domain knowledge, MS Office

Functional

- Knowledge on Customer Life Cycle Management & Telecom operations experience

Behavioral - Good Communications, Assertive, Proactive approach and excellent foresightedness

c) Work Experience

8+ years in Retention / Collection profile, with Field Agency handling experience, preferably in Telecom

Please send your updated resume along with CTC and notice period