Role & Responsibilities :
- Responsible for assuring users are provided efficient and timely support on complaints and enquires.
- Manages the staff including consultation on performance evaluations, hiring and disciplinary responsibilities
- Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
- Constantly monitors the call queue to achieve SLAs and coordinates for resolutions with cross functional dependencies
- Drive action on prioritizing resolutions on Priority Escalations / Nodal and Appellate tickets and ensure SOPs are defined for all processes and monitor adherence
- Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
- Serves as the around-the-clock contact for all related support issues
Desired Skills and Competencies
Ability to Influence,Customer Sensitivity,Execution Excellence / Do it Right,Functional Expertise,Passion,Situation Handling,Team Management,Working TogetherMust have :
Graduate or equivalent degree6 -10 Years of work experience in Telco / ISP / Video service Provider backgroundRequires three or more years of related team management ExperienceExcellent communication and interpersonal skillsLanguages : English, Tamil (Hindi / Telugu or Kannada)Age not more than 35 yearsWork schedule : 6 days working with 1 rotational week off and rotational day shiftsSkills Required
crm software, Data Analysis, Team Leadership, Conflict Resolution, Process Improvement, Customer Engagement