AGM – Response and Resolution

Role

Response and Resolution Process Factory –  Team Member

Job Level/ Designation

M2

Function / Department

Customer Service – Corporate/Service Partner Operations

Location

Ahmedabad

Job Purpose

1. Manage Quality resolution of issues with the help of circle, corporate vertical teams for a  group of circles
   1. Analyse the reason for the escalation and provide quick resolution

2. Arrest the possibility of issue reoccurrence
   1. Analysing gaps in the process/people/product
   2. By ensuring gaps addressed with the help of respective vertical/functional team

Key Result Areas/Accountabilities

Manage Quality Resolution:

1. Ensure timely closure of the issues to deliver Service Levels
2. Minimal repeat of the issues from the closures
3. Quality of resolution scores : TNPS
4. Continuous improvement in Improved productivity

Arrest Possibility of recurrence:

1. Analyse the category wise issue escalations and repeats- Repeat issue %

1. Issues closed with other verticals/functions in deploying automation, proactive resolution

Core Competencies, Knowledge, Experience

1. Knowledge and Subject Matter Expertise around VIL processes, and systems
2. Excellent analytical skills to identify the process/product gaps and provide resolution
3. Self-motivated, willing to excel
4. Operational experience with all phases of telecom customer life cycle like call centre, back office, retention

Must have technical / professional qualifications

• Graduate/Post Graduate/ MBA with  a min 6-10 years of experience in various customer service roles  with expertise in  managing operations and management experience
• Good Analytical Skills