Activation Head - Telecom BPO

Customer Experience and Operations Delivery :

- Stringent Process Audit to ensure 100% Process Adherence to optimal perfection, for all Service request; Stock & Cash related Compliance parameters, keeping in mind business and statutory compliance.

- Infrastructure Maintenance at company Stores and improve experience through FTR documents compliance ; Real time & correct response to issues so as to achieve Reduction in complaints per subscriber.

- Responsible for Monitoring & achieving targets of entire gamut of Compliance, Audit, SOP, Processes activities revolving around Sales, Customer Services & Retail Operations in the Company Stores so as to push the business from stores to facilitate a healthy Gross Addition.

- Perform critical role of deploying Best Practices across the regions and also work out smart solution for cost optimization with higher experience and C-SAT Scores; and to make customer operation as a revenue stream through reference selling, cross and up selling thus maximizing customer life cycle.

Gross Addition :

- Revenue enhancement through enhanced Postpaid; Prepaid; Handset & Device sales through call center.

- To promote Value added services & Recharge to fully materialize the contacted customer at contact center.

Collection, Credit Retention and Revenue :

- Responsible for ensuring collection of 100% revenue booked in postpaid business and reducing bad debts within target, along with it focus on retaining existing customers with special focus on HNI base, thus ensuring further revenue enhancement.

- Ensure billing provisioned and delivered to customers within schedule and to achieve it keeping full control on customer verification in foul proof manner to avoid revenue loss.

- Timely error free, dunning and credit monitoring to reduce exposure and reduce churn of revenue generating customers from network.

- Analysis on collections ageing and segmentation data to enhance pre due-date collection modes.

Vendor and Internal Customer Management :

- Timely and correct Billing for Vendors as per vendor agreement.

- Monitoring of Vendors and Agencies to ensure the deliverables as per the Scope of work and signed agreement.

- To provide Cross functional integration and support to other verticals through Regular cross functional interaction with all other verticals to enable smoothness in day to day activities resulting best services for customer in form of good schemes and offers and quality revenue generating acquisitions for organization.

On-Boarding & Service Request Management :

- Continues Improvement in effectiveness and efficiency of Onboarding process at Sim level and final activation at Customer level.

- Ensure seamless deployment of all new Onboarding process initiatives & Compliance / Governance related changes into Day to Day coordination wrt provisioning gaps ;order management, inventory management, CRM issues to avoid Potential regulatory exposure.

- Monitoring and audit of customer demographic Data Entry, Number inventory management, Scan & Upload Pendency and highlight gaps and ensure correction

- End to End Service request management for over all SLA management for Query; Request; Complaints categories wise and highlighting VOC.

- Coordinate with corporate and circle team to close loop findings & proper tracking with close looping of product with complaints with respect to recently launched products till 90dys thus ensuring minimal Repeat interaction.

- Ensuring on ground regulatory compliance during Physical verification of postpaid and prepaid customers within SLA as per the requirement by meeting Reality on Ground Index.

Customer communication and Welcome Process :

- Managing Welcome activity for fresh acquisitions at the region though all means of communication (SMS/Emailer/OBD/Call).

- Mailroom management for acknowledging customer escalations & grievances at ( Care mail) & Social media) through white mail closure process through regular CRM & mailroom audits through inter functional coordination including Appellate role, TRAI complaints, complaints from consumer groups etc.

- Call center performance monitoring with respect to welcome Process

- Improving percentage of customer Interactions from self help channel thus empowering customers and reduction of interactions at contact centers

Compliance Reporting :

- Dashboards to gauge POS level efficacy/revenue exposure/Compliance deviations/Bulk management/Term Audits.

- Drive cost effective service efficient Back office management with rigorous Compliance & Governance at the region

Please free to call on +91-7860692219 for any query of further details