ACT - Manager - Customer Care

About Atria Convergence Technologies Ltd

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in-home entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Jaipur, Lucknow, Ahmedabad and Delhi. We are one of the country's most renowned cable and broadband company, bringing state-of the art services to nearly 3 million happy homes ( Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber-To-The-Home technology can carry vast amount of information at speeds up to 1 Gbps. We are currently the4th largest ISP In the wired broadband category, and the largest non-telco ISP in the country.

Role Name : Manager - Customer Service

Language Proficiency : Telugu, English, Hindi

Location : Hyderabad

Reporting to : Assistant General Manager - Customer Service

Key Responsibilities :

- Define and deliver the company's customer service strategy to ensure an exceptional level of service experience at all times

- Review and develop customer service/ call handling procedures, policies and standards to ensure implementation of best practice with support of management through continuous assessment, communication process and product feedback

- Actively look for process enhancements and quality improvements to achieve world class response resolution and closure times

- To Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications

- Need to meet the customer service objectives by forecasting requirements, preparing AOP on manpower, analyzing variances and initiating corrective actions

- Provides daily guidance to regional leads to ensure customer service is delivered in a timely, efficient and knowledgeable manner

- Establishes customer service work processes and standards in line with organizational customer service initiatives and aims

- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes

- Constantly drive customer satisfaction by delivering a consistent customer experience at Contact Centre

- Compliance to TRAI guidelines and business processes to be met

- To Drive & review the call quality through call evaluations, and improve the same with instant feedbacks & Training in Inbound & Outbound Queue

- To drive the customer delight intervention program for all the last mile employee

- To Focus on driving the Revenue upsell & also ensure retention on package downgrade

Educational & Experience requirements :

- MBA or equivalent post graduate degree with 5+ years of relevant experience

- Should have experience of handling large teams

- Should have experience of managing large contact centres.

Key Personal Attributes :

- A focused driver with a structured process approach and ability to deliver outcomes

- Passionate about people development, strong communicator, highly energetic with ability to influence & persuade

- Excellent interpersonal skills

- High level of proficiency in networking & connecting internally and externally

- Excellent team building skills and orientation for developing high quality talent within the organization

- Capability to understand the customer needs and strong business acumen