Head - Customer Service - Telecom

Position: Head Customer Service

Company: A leading Telecom Giant

Positions: 1 positions

Location: Patna - Bihar

Qualification: Graduate / MBA

CTC: 30 to 40 lacs.

Exp: 12 to 14 yrs

Age: Less than 39 yrs.

Reportees (50 onroll / 4-5 vendors / 500ppl)

Scope: 1 crore Customer base & around 500 Cr Revenue.

Job Description:

- Strong Experience in handling Customer Service Ops, R&R, Quality, Training, Call Center Ops.

Function: Customer Service

Role Purpose:

- CS- Strategy & Execution

- Manage customer service for in-house & outsourced operations

- Manage profitability & vendor management

- Budgeting & Planning

- Manage overall Cost of Service

- Build high performance and service centric culture

- To retain talented team members, TNI & Performance gaps of team members,Career Pathing

Essence of Role: Key Accountabilities:

Strategic:

- CS initiatives in line with Company objectives for the circle

- Service Reach/Access - Planning & Adherence

- Analyzing business trends & forecasting

- Facilitate Automation/Process Changes that will enhance Customer Experience

- Planning & Budgeting

- Focus on Cost of Service & Revenue Generation

- Inputs to the Service Delivery Team on changes/practices that can benefit all circles

Operational:

- Call Center Operations and SLA delivery - Both In-house & Outsourced

- VS/VMS- Roll outs & Projects, Service Levels, Profitability

- CSG - Service provisioning & activations, Complaint & Request TAT Management, Process Improvements, Regulatory Complaince,Audits- Process/Transactional Level, Overall MIS,

- Churn Management

- HNI-Segmentation,Revenue and Relationship management

- Training - Process, Soft skills, Behavioral, Skill based

- Quality- Transactional & Process Level, TRAI/TNS Audits

- Recruitment/Manpower -Planning & adherence

- IT infrastructure requirement/enhancement & UATs

- Zonal Support

Developmental:

- Talent retention through career planning

- Create a work environment that is conducive for company's growth

- Indentify TNI basis performance gaps of team members

- Annual CS Budget

- To bridge the Budget vs Actual gap

- Cost to serve

- Revenue Generation

- Forecasting

- Manpower Planning

- Span of control

- Productivity/efficiency across CS verticals

- Customer segmentation for differential service

Typical Outputs:

- Customer Service Operations Management

- Deliver high quality service

- Continuous Service Enhancement

- Process Improvements

- Churn Management & Customer engagement

- Regulatory compliance with regards to Documents & Complaint resolution

- Enhancement of employee skills and capabilities through training programs

- Cost control through optimum operations

- Effective budget allocation & management of overall cost of service

Kumar

Skills HR Team.