AGM - IoT Service Operations

Role

Lead – IoT Service Operations

Job Level/ Designation

M2/AGM

Function / Department

Enterprise/Customer Service

Location

Pune

Job Purpose

1. Drive Operation to deliver Customer Experience through strategic planning, continual execution, collaborative and robust engagement with various internal teams.
2. Create & Implement operational process flow, identify gaps with existing solution, document functional specifications to maximize customer experience. Process reengineering through automation, digitization and cost optimization.
3. Will manage day to day operation of the desk along with  SLA performance, reporting numbers and their accuracy
4. The role would also involve handling customer and internal escalations, chasing internal and external partners for resolution
5. Manage multiple partner sites responsible for operations delivery and work towards improving operational efficiency,
6. Identify opportunities for process automation and reduced dependency on manual tasks and improvement on  accuracy of data entry
7. Drive TNPS Improvements

Key Result Areas/Accountabilities

Operation Management: Implement and drive Governance and Control to deliver contact Centre KPI targets for the team and LOB. Monitor the Service performance, formulate comprehensive strategy plan to ensure successful delivery on time and within budget. Ability to Handle Incident, Problem and Change management

Interfaces with Customers/Stakeholders:  Manage customer /stakeholder relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery

Team Management:  Effectively manage team through robust performance management and keep the team highly motivated to help deliver to the performance targets through strong/consistent employee engagement activities. Mentor, coach and educate all employees on operational policies and procedures.

Process improvement project: Redesigning of existing Process and realigning all the Partners to follow the same Guidelines. New Product Onboarding and Service Strategies. Setting up Process and creating SOW and LWI.

Key performance indicators:

• Contact Centre KPIs of Service Levels, ACHT, Email Ticket Booking and Response TAT
• Fault Isolation and Resolution
• Maintain FTR and MTTR
• TNPS Improvement.
• Implementation of automation and digitization

Core Competencies, Knowledge, Experience

• Telecom industry experience with inclusive awareness of telecom products – IOT / Mobility Needs to clearly understand the IOT world with an expert understanding of stakeholder management, people management, and operations management: 12 Yrs +
• Experience in Managing Contact centre operations with KPIs such as SL, Abandon, Email responses, ACHT, Incident Management etc. along with knowledge of IVR, Cisco Telephony and Genesys EMS – 3 Yrs+
• Coordinate with relevant stakeholders to resolve customer complaints
• Managing and streamlining operations
• Attitude towards meeting customer first agenda
• Problem Solver
• Reporting and Analysis of Data

Must have technical / professional qualifications

• Qualifications: BE/BTECH(ENTC/IT/CS) Or MBA in Operations
• Professional Certifications like Six Sigma / CCNA / Agile may add advantage.
• Overall Experience: 7-10 years    
• Experience of handling Large Scale Contact Centre Set up
• ITIL Certified
• Knowledge of Data/Mobility / IOT
• People Management
• Packet Core Network, GPRS Architecture, LTE/ 4G
• Knowledge of Open AT and 3GPP Standards