Manager/Senior Manager - CIM - Response & Resolution - Telecom

We have urgent requirements for the open position in Service Delivery team for the role of in charge - CIM - Response and resolution.

Designation - Manager/Senior Manager

Job Location : Panchkula

Qualification: MBA

Experience - 5 to 10 years

CTC range - Negotiable upto 12.5 Lpa

Responsibilities:-

1. Key KPI : -

- Postpaid and Prepaid CPKS - Pre - 3, Post - 11

- TAT Performance - Pre/Post - Complaint - 95%, Request - 98%

- Email TAT Performance - Pre/Post - 90%

2. Response & Resolution :-

- Postpaid Billing

- Prepaid Billing and Charging

- Network & GPRS Complaint handling - Post/Pre

- MD, Corporate, Appellate, CMT Escalation handling

- DND Complaint Handling

- Email Handling

- Other TAS Web, Self-care etc.

3. Reports : -

- Response & Resolution Dashboard

- ATAT MIS Tech M and Circle

- In progress Cases MIS

- Master QRC Report

4. Dashboards : -

- Response & Resolution Dashboard - Daily

- Payment Not Postpaid Dashboard - Weekly

- VAS Complaint Dashboard - Weekly

- Network & GPRS Complaint Dashboard - Weekly

- Appellate and Email Complaint Dashboard - Monthly

- Response Performance Dashboard - Monthly

- Complaint Management Dashboard - Monthly

- Compliance Master - Monthly

- QOS Reporting - Monthly

- Configuration Tracker - Monthly

- Tech M Monthly Forecasting - Monthly

5. Audits :-

- Circle Monthly QOS Audit - Monthly

- Circle Process Audits - Monthly

- Pre and Post Empowerment Audit - Weekly

- Waiver Audit - Weekly

- Billing Complaint Waiver Audit - Weekly

Note :- Only Female candidate can apply