Sr Manager - Customer Service Operations (Customer Service Operations)

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

• Graduate with 7-12 years of experience

• 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.

• 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 and 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 and identify root cause of the escalations.
• Identify improvement areas in terms of process, people, resources to avoid escalating situations and 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.

Tata Communications