Manager - Customer Service Operations Mobility IoT Customer Service Operations - B4101 1

3 weeks ago


Pune, India timesjobs Full time

Position: Manager - Customer Service Operations (Mobility & IoT Customer Service Operations) - B4101_1
Date: 22 Feb 2024
Location: Pune, India
Company: Tata Communications
Broad outline of the Role
Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Mobility and IoT domain 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.
Purpose
Broad objective of the role
Size and Scope of Role

No. of direct reports
Total team size

Minimum qualification & experience
Graduate with 7-12 years of experience
Other knowledge/skills

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.

Key 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 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.

Technical Competencies
Knowledge / Skills

Communication Skills

Job Segment: Operations Manager, Service Manager, Engineer, Operations, Customer Service, Engineering


  • Pune, Maharashtra, India timesjobs Full time

    Position: Manager - Customer Service Operations (Mobility & IoT Customer Service Operations) - B4101_1Date: 22 Feb 2024Location: Pune, IndiaCompany: Tata CommunicationsBroad outline of the RoleResponsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Mobility and IoT domain with the objective of providing...


  • Pune, Maharashtra, India timesjobs Full time

    :Job Title: Lead - Customer Service Operations (Mobility & IoT Customer Service Operations) - B3201_1Date: 24 Jul 2023Location: Pune, IndiaCompany: Tata CommunicationsJob Family DescriptorManage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit...


  • Pune, India timesjobs Full time

    Job Title: Jr Customer Service Executive - Customer Service Operations (Customer Service Operations) - B1101_1Date: 22 Apr 2024Location: Pune, IndiaCompany: Tata CommunicationsBroad outline of the RoleOperational role that works under direct supervision, responsible for day-to-day customer service operationsMinimum qualification & experienceGraduate with 0-4...


  • Pune, India Tata Communications Ltd Full time

    Apply for Jr Customer Service Executive Customer Service Operations Customer Service Operations B1101_1, Career Progress Consultants in Pune for 0 - 4 Year of Experience on TimesJobs.com.

  • Assistant Manager

    3 days ago


    Pune, India timesjobs Full time

    Assistant Manager - Global Service OperationsDate: 29 Apr 2024Location: Pune, IndiaCompany: Tata CommunicationsBroad outline of the RoleResponsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud and security/Unified...

  • Sr Engineer

    3 days ago


    Pune, India timesjobs Full time

    Job Title: Sr Engineer - Customer Service Operations (Customer Service Operations) - B2201_2Date: 29 Apr 2024Location: Pune, IndiaCompany: Tata CommunicationsBroad outline of the Role:The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of...


  • Pune, India Athena Consultancy Services Full time

    **JD** Key Objective / Purpose of the Job: Major Activities - Voice complaint troubleshooting & resolution with help of various telecom tools - Network Monitoring and analysis - Proactive network alarm analysis and reporting. - Co-ordination with various internal stake holders and as well external international customers for problem resolution -...


  • Pune, India Talenta manpower service Full time

    Hiring for freshers Voice Process Undergrad/Graduates BPO customer care International (voice )Process Shifts 24x7 uk and Us shifts Salary 19k to 35k Hr Contact Ganesh - +91-XXXXXXXXXX **Job Types**: Full-time, Fresher Pay: ₹25,000.00 - ₹31,000.00 per month **Benefits**: - Life insurance - Provident Fund Schedule: - Night shift - UK shift - US...


  • Pune, India VnU services Full time

    Opening with a NBFC **Designtaion - Deputy Manager - Operation & Customer Service** **Experience - 5 years** **Location - Pune** **CTC - 4 to 9 LPA** About the role: **Responsibilities**: - Assessment of the metrics of the KRA/KPI - Scorecard preparation - Quality checks and control - Branch visits - Ops & CS process review - Training &...

  • Iot Cloud Operations

    1 month ago


    Pune, India SA Technologies Inc Full time

    G **_ive us an opportunity to find the next career move for you_** **_ _** **_SA Technologies Inc. is hiring for Iot Cloud Engineer._** **Requirement Specification Skil**l : Enterprise Applications **Experience**: 6+ yearrs **Position/Title**: Contractor **Job Location Pune** **Reports to**: IoT Platform Operations Manager **Qualification**: B.E...


  • Pune, India Talenta Manpower Service Full time

    Hiring customer service executive for our MNC client. Any UG/Graduate with minimum 1 Year of international voice Exp. can apply. Salary up-to : 5LPA Shifts : Rotational Location : Pune Contact: HR Janhvi-8055979395 **Salary**: ₹200,000.00 - ₹5,000,000.00 per year **Job Types**: Full-time, Regular / Permanent **Salary**: ₹22,000.00 -...

  • Iot Cloud Operation

    1 month ago


    Pune, India SA Technologies Inc Full time

    **G** **_ive us an opportunity to find the next career move for you._** **_ _** **_SA Technologies Inc. is hiring for Iot Cloud Engineer._** **Requirement Specification Skil**l : Enterprise Applications **Experience**: 6+ yearrs **Position/Title**: Contractor **Job Location Pune** **Reports to**: IoT Platform Operations Manager **Qualification**: B.E...


  • Pune, India Sakon Full time

    About Sakon: We are one of the world’s top SaaS companies in our market, and a leader in managing enterprise communications services. Sakon has helped global enterprises organize, understand, and intelligently manage their communications and cloud services since 2003. Headquartered in Concord, Massachusetts, with a global delivery center based in Pune,...

  • Sr Engineer

    3 days ago


    Pune, India Tata Communications Ltd Full time

    Apply for Sr Engineer Customer Service Operations Customer Service Operations B2201_2, Career Progress Consultants in Pune for 0 - 4 Year of Experience on TimesJobs.com.


  • Pune, India AXA Group Operations Full time

    Core Operational Responsibilities:Ensure continual improvement in operational risks at all levels. The position is required to adopt a partnership approach to understand underlying risks and recommend appropriate fit-for-purpose practices in all COEs & enabling functions such as Facilities, HR, Finance, Procurement, IT, etc. ▪ Play the role of an enabler...


  • Pune, India AXA Group Operations Full time

    Core Operational Responsibilities:Ensure continual improvement in operational risks at all levels. The position is required to adopt a partnership approach to understand underlying risks and recommend appropriate fit-for-purpose practices in all COEs & enabling functions such as Facilities, HR, Finance, Procurement, IT, etc. ▪ Play the role of an enabler...


  • Pune, India Tata Communications Full time

    **Job Family Descriptor** **Broad outline of the Role** - The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. **Purpose - Broad objective of the role** **Operating Network - Key External** **Operating Network - Key...

  • Customer Assistance

    1 month ago


    Kharadi, Pune, Maharashtra, India Bandoo Service Full time

    Job Title: Customer Assistance.(Lift Assitance) Location: Pune Job Summary: We are seeking a dedicated and customer-focused individual to join our team as a Customer Assistance cum Superviser. In this role, you will be responsible for ensuring a positive experience for client by providing information and assistance and supervising the task, Your role is...


  • Pune, Maharashtra, India Tata Communications Full time

    **Broad outline of the Role** - The role is responsible for network operations and maintenance. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. - This role is in service assuerence team **Purpose - Broad objective of the role** **Customer Complaint Handling** First Level...


  • Pune, India Tata Communications Full time

    The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. 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....