Territory Manager

2 months ago


india airtel Full time

Chandīgarh, Shimla, and Ludhiana

Key Responsibilities & Accountabilities

Strategy Implementation

  • Maintain service level agreements while resolving customer’s service request.
  • Identify opportunities for network rehabilitation within the assigned territory.
  • Ensure compliance to quality and process standards defined for Airtel.
  • Ensure safety standards and protocols are followed within the assigned territory.

Installation and Fault Repair

  • Ensure resolution of service request as per defined timeline and service level agreement.
  • Identify and analyse fault cases to minimise repeat or re-open cases.
  • Responsible for Installation & Shifting performance across the job area and to drive defined KPI, whlie ensuring quality of installation & cost for installs
  • Drive reduction in overall open service requests and repeat and reopen orders to meet KPI targets. Drive Serve to Sell through engineers.
  • Manage escalation from internal/external customers related to the product.
  • Coordinate with local cable operators (LCOs) to provide timely support to the customers.
  • Coordinate with cross-functional teams to ensure faster installation and resolution.
  • Understand the Airtel work app leveraged by the engineers and wiremen.
  • Understand and resolve the challenges and issues faced by local cable operators (LCOs).

Reporting

  • Leverage the Airtel work platform to monitor the performance of the associates in the service.
  • Prepare documentation and report to showcase the productivity.
  • Conduct audit of the productivity within the target date.

Process Optimization

  • Identify ways to fasten the customer installation and fault repair process.
  • Responsible for QOS parameters related to TRAI, Regulatory & statutory compliance for the circle/Cluster
  • Carry out audit within target date and generate report


People Management

  • Work closely with the team for seamless execution of the tasks.
  • Coordination with cross functional teams CSD/NOC/O&M to provide faster resolutions



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