Airtel - Circle DTH Customer Service Head

Purpose of the Job:

- This position manages and owns the entire customer life-cycle process at a circle/ zone level. This includes customer on-boarding, service recovery, up-selling, churn management and CSI.

- Inventory management of assets and maintaining MSL are also key deliverable from this position. Other cost parameters like productivity, cost/install, and secondary cost are key KPIs.

- The incumbent has to build a dedicated, committed & well engaged team at the zone level & continuous focus on people capability building.

Deliverables (Maximum 5-6 key responsibilities):

- Ensure processes are geared to meet CSAT scores to enhance the customer experience during installation and service recovery

- Analyze partner performance across the zone and implement strategies to ensure performance against set targets.

- Manage growth through resource planning, maximizing automation and self care usage

- Managing the team of TSM for drive productivity

- Optimize resource deployment across geographies

- Provide leadership in project management and take decision and make recommendations

- Basis the periodic audits, provide market/business insights across departments

Major Challenges :

- Managing 60-80 service partners and bring in uniformity of service experience for the end customer.

- Inventory Management - Maintaining stock levels of various components

- Reduction of Cost of Serving the end customer

- Customer Sensitivity - Driving team members to ensure high standards of customer service.