Sr. Manager - Customer Service Operations

Tata Communications; Pune District; On-site; INR 8,00,000 - 12,00,000; Full time

Job summary

A leading communication services provider is seeking a candidate for a role that involves managing a customer-facing team providing technical support across various domains including Network/SDWAN/Cloud. The role requires excellent customer handling skills and experience leading large teams to ensure timely resolution of technical issues, aiming for an improved post-sales support experience.

Qualifications

• Must have excellent customer handling abilities.
• Experience managing large teams is necessary.
• Proven ability to build process efficiency.

Responsibilities

• Monitor and review resolution of customer issues.
• Manage communication for critical faults and escalate as needed.
• Plan and manage support needs for customers.
• Engage with customers to understand expectations and gather feedback.
• Identify areas for improvement to avoid escalations.

Skills

Excellent customer handling ability

Dealing with large team sizes

Building process efficiency

Implementation, installation, integration troubleshooting

Job description

About The Company

Tata Communications Redefines Connectivity with Innovation and Intelligence. Driving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications.

Job Description

Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 & L3 technical support in Network/SDWAN/Cloud & security/Unified Collaboration/Mobility & IoT/other domains with the objective of providing timely resolution to technical issues faced by customer & ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business unit’s overall results.

Responsibilities

• Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.
• Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.
• Plan support needs for the customer; ensure timely execution of service acceptance function & compliance with turnaround time (SAT)
• Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.
• Monitor spikes in escalation of tickets.
• Devise mechanism to track all escalations & identify root cause of the escalations.
• Identify improvement areas in terms of process, people, resources to avoid escalating situations & implement solutions.
• Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.
• Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.
• The role will lead a large team.

Desired Skill sets

• Excellent customer handling ability.
• Should have dealt with large team sizes.
• Experience on building process efficiency
• Expertise on implementation, installation, integration troubleshooting and overall functionalities.