Manager – Response & Resolution

Other
Jaipur, IN
January 9, 2023

Job Overview

  • Date Posted
    January 9, 2023
  • Location
    Jaipur, IN
  • Expiration date
    --

Job Description

About: 


Role Title

 

Response and Resolution Executive – Circle

Position No

 

NA

Function

 

Customer Service

Sub Function/ Vertical/ Department

 

Acquisition and Resolution

Band

 

M1

Reports to Role (Position No)

 

Acquisition and Resolution Lead

Location

 

Circle

Date of last update/approval

 

 

 

Job Description

 

  1. Organisation Structure

 

 

  1. Job Purpose (In one or two sentences)

 

  1. Coordinate and Manage closure of all the customers issues referred to the circle from partner team, Response & Resolution PF.
  2. Execute/coordinate circle specific issues at circle recommended by Proactive Resolution CoE.
  3. Manage circle specific Regulatory compliances pertaining to CC & BO Operations

 

 

 

 

 

  1. Key Accountabilities / Key Result Areas (Max 5)

 

  1. Ensure timely closure of the issues in coordination with other verticals & functions esp Network, mktg, IT escalated from Response & Resolution PF, CoE: CC Analytics
  2. Identify the large customer impact issues conduct RCA for circle specific issues and escalate to CoE – proactive resolution for centrally managed issues, Multi circle issues
  3. Support IVR local activities, customer communication from time to time
  4. Maintain necessary reports and compliance on all regulatory issues relevant to CC & BO

 

  1. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)
  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. Good coordination & Influencing skills
  4. 2-3 years of work experience with at least  1 year in telecom domain

 

  1. Key Performance Indicators (Max 5)

For all identified circles LoBs:

  1. TAT compliance in closing the escalated issues
  2. First time resolution scores (Repeat SR’s) among the issues escalated to the team
  3. Regulatory compliances / deviations
  4. Calls/ complaints per subscriber Reduction

 

  1. Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

Nil

 

  1. Risks, Challenges, Job Context (Short Description)

Incomplete, Incorrect resolution may lead to repeat or negative VoC and churn.

 

  1. Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose

None

 

 

 

 

 

   Job Holder

  Reports To Manager

Name

 

 

Signature

 

 

Date

 

 

 


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