Job Description
Lead - Customer Service Operations
• Service Managers to be available for Carrier Customers support 247 for Customers escalations and as in required basis.
• NPS and CSAT improvement drive .
• TTL Business team requirements of Services Performance reports /Slides to be shared as in required basis
• Sending monthly SA parameter to customer Ticket dump, CMI,MTTR and Repeat
• SA Review on call or F2F for core accounts
• . Monthly reconciliation of inventory
• Increasing & targeting penetration of i-Manage, API and eNext .
• Special projects to improve the customer experience .
• Relationship Building with customers & Business Relationship Managers Knowledge of Customer services processes,Product knowledge, Technology understanding of TTL network and architecture understanding
• Presenting Carrier service performance in monthly / quarterly review meetings
• . Churn Management
• Site migration due to cost migration, demolition, and shutdown
• Downtime validation and dispute resolution Broad outline of the Role
Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
Knowledge / Skills
Communication Skills
Job Segment: Operations Manager, Operations, Customer Service
• Service Managers to be available for Carrier Customers support 247 for Customers escalations and as in required basis.
• NPS and CSAT improvement drive .
• TTL Business team requirements of Services Performance reports /Slides to be shared as in required basis
• Sending monthly SA parameter to customer Ticket dump, CMI,MTTR and Repeat
• SA Review on call or F2F for core accounts
• . Monthly reconciliation of inventory
• Increasing & targeting penetration of i-Manage, API and eNext .
• Special projects to improve the customer experience .
• Relationship Building with customers & Business Relationship Managers Knowledge of Customer services processes,Product knowledge, Technology understanding of TTL network and architecture understanding
• Presenting Carrier service performance in monthly / quarterly review meetings
• . Churn Management
• Site migration due to cost migration, demolition, and shutdown
• Downtime validation and dispute resolution Broad outline of the Role
Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
Knowledge / Skills
Communication Skills
Job Segment: Operations Manager, Operations, Customer Service
💡 Quick Summary
Seeking a career-building opportunity? The Lead | Customer Service Operations |Customer Service Operations| | B3101|1 position is now open for candidates interested in the MIS Executive sector. This role in Ahmedabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.
