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AGM - Service Operations

Job Req ID:  20522
Location: 

Ahmedabad, IN

Function:  Other
About: 

Role

Proactive Resolution Team Member - CoE

Job Level/ Designation

M2

Function / Department

Customer Service – Corporate/Service Partner Operations

Location

Ahmedabad

Job Purpose

  • Identify the insights from CC analytics, other sources that generate customer contacts, conduct RCAs and drive change in process, products and communication
  • Influence concerned stake holders to drive the change and measure impact in reducing the contact/customer

Key Result Areas/Accountabilities

  • identification of issues from CC analytics & other sources
  • Identify the circle priority and business drives
  • Ensure RCA for all critical issues, educate the stake holders and drive the change
  • Coordinate and implement the changes with concerned verticals, functions

Drive Digital penetration by communication and deflecting customers

Core Competencies, Knowledge, Experience

  • In-depth Knowledge about VIL systems and processes
  • Exposure Telecom domain knowledge
  • Familiarity with latest digital technologies
  • Excellent communication, influencing skills
  • Knowledge about channels of interaction (touch points) & communication

 

Must have technical / professional qualifications

 

  • Graduate with 2-5 years of telecom experience
  • Good Analytical Skills