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Role
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Response and Resolution Process Factory – Fasttrack and Regulatory Lead
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Job Level/ Designation
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M3
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Function / Department
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Customer Service – Corporate / Service Partner Operations
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Location
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Mumbai
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No of Positions
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1
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Job Purpose
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- Plan and manage end to end resolution of escalated issues under fastrack
- Ensure routing of all circle issues, Plan and manage capacity for all circles
- Provide quality resolution with minimal repeat issues
- Deploy and manage the team to handle the escalation 24×7
- Drive process corrections with the help of other functions & Verticals
- Manage Regulatory compliance and support all circles
- For issues referred to complaint management & BO Operations
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Key Result Areas/Accountabilities
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- Plan and manage end to end resolution of escalated issues under fastrack
- Timely closure with the help of circle, vertical & functional teams
- Provide quality resolution with minimal repeat issues – FTR
- Optimise the distribution of the workload among the team
- Drive process corrections with the help of other functions & Verticals
- Drive traffic to digital channels for all repeat issues
- Manage Regulatory compliance for all circles on compliant handling & BO operations
- DoT, TRAI, QoS reporting for all circles
- Support circle teams in dealing with regulatory agencies
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Core Competencies, Knowledge, Experience
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- Knowledge and Subject Matter Expertise around VIL processes, and systems
- Ability to lead, influence, create and work within cross-functional team environments
- Operational experience with all phases of telecom customer life cycle like call centre, back office, retention
- Good interpersonal skills and communication skills
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Must have technical / professional qualifications
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- Graduate with 10+ years of work experience with 5 to 7 years in Telecom
- Good Analytical Skills
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