About Our Client: Our client is a prominent player in the rapidly evolving Internet Service Provider sector in India. With a strong commitment to delivering high-speed broadband services, the company has established a significant market presence and is continuously expanding its customer base.- Job Description: Assistant Manager - CCNR- Location: Hyderabad- Experience: 5+ years of Relevant Experience in Customer Support and Retention- Qualification: Graduation - Role Type: Team LeadAbout the role: The CCNR Team Leader will oversee a team responsible for managing customer complaints, network-related issues, and ensuring timely resolution to enhance customer satisfaction. This role requires excellent leadership, problem-solving, and communication skills to meet organizational objectives.Key ResponsibilitiesCustomer Retention:- Responsible for managing customer retention for the assigned circle.- Ensure end-to-end lifecycle management of customers in the network.- Monitor and control involuntary and voluntary churn to remain within AOP (Annual Operating Plan).- Drive customer retention strategies across all customer touchpoints.Team Management:- Lead and mentor a team of CCNR executives of 15.- Allocate tasks and ensure efficient handling of customer complaints and network issues.- Monitor team performance and ensure adherence to SLAs (Service Level Agreements).Customer Complaint Resolution:- Oversee the resolution of customer complaints related to network performance and connectivity.- Escalate unresolved issues to higher management or technical teams as necessary.- Conduct root cause analysis to prevent recurring complaints.Network Coordination:- Collaborate with the network operations and engineering teams for technical issue resolution.- Monitor network outages and ensure prompt updates to customers.Reporting & Documentation:- Maintain accurate logs of complaints, resolutions, and escalations.- Prepare weekly/monthly reports on complaint trends, resolution time, and team performance.Process Management & Improvement:- Identify process inefficiencies and propose solutions for better complaint handling.- Stay updated on the latest tools and technologies to improve team productivity.Customer Focus:- Develop strategies to improve customer satisfaction scores.- Ensure proactive communication with customers regarding network issues and resolutions.- Goal Accountability: Take ownership of targets, coordinate with cross-functional teams to resolve issues, and ensure timely delivery.- Communication: Handle escalations effectively and maintain strong communication with cross-functional teams.- Market Adaptability: Stay updated on market trends and adapt strategies accordingly.- Data Analysis: Provide actionable insights from data and recommend solutions for continuous improvement.- Communication: Handle escalations effectively and maintain strong communication with cross-functional teams. (ref:updazz.com)
