Manager - Service Process Management - Telecom

With one of our client we have an opportunity for the position of Manager Service Process Management

Role purpose

The person will be responsible for Designing processes changes / enhancements that would improve Service Experience and would bring in efficiency for Customer Service function.

This profile responsibility is to ensure

1) Critical analysis of data related to service experience for various processes related to products and services.

2) To Conceptualize, plan, develop solutions that would ensure greater customer experience for the variations identified in every customer interaction.

3) Coordinate with various stake holders and agree on the Change Management. This includes ensuring the effective communication on new products and services to the front line.

4) To Implement and Review Complaint, Request and query Handling Processes for various Products and services across touch points

5) To monitor circle performance on technical (network) query handling processes, typically complaint closure quality and performance in coordination with the corporate Network / technical functions

6) Lead Projects related to process improvements.

In this role the incumbent will have to define various processes for customer services.

Skills required

Candidates should have had experience in defining processes preferably in customer interfacing roles.

Project management skills are essential as the person in this role will have to take up various process enhancement projects

Interested candidates kindly share across your profile.

Apurva