Agm - Tsg & Cxx

Job Req ID: 38495- Location: Lucknow, IN- Function: Technology/ IOT/Cloud- About:
**Role**

TSG Lead

**Job Level/ Designation
M2/ AGM

**Function / Department**

Radio Planning & Quality

**Location**

Lucknow

**Job Purpose**

This role is responsible for supporting the Network Quality function by optimal and effective Analysis and Handling Network complaints, coordinating with relevant stakeholders and getting resolution for customer complaints..

**Key Result Areas/Accountabilities**
- Team lead of TSG group for handling network complaints
- Have a sound knowledge of the technologies and network complaints management
- Ensure timely and satisfactory resolution of the network complaints - ensuring adherence to process - providing the resolution and RCA to customer - analysing complaints - proactive care
- Bring in system processes and tools to enhance the efficiency and efficacy of the complaint handling function
- Collaborate/coordinate with the circle and corporate network teams for tracking/resolution of the network issues/complaints to improve the CSAT scores
- Effective routine use of Geo-location tools in trouble shooting network/customer issues, analysis of 2G/4G network coverage tropology, in-building coverage, traffic, handset analytics et
- HNI / Enterprise/ VIP/Escalations customer complaints handling
- Coordination with Zonal optimization team in sharing the insight from tools and supporting them in experience improvement initiatives

**Core Competencies, Knowledge, Experience**
- Overall 10-15 years of experience in Telco and more than 2 years’ experience in handling the TSG function for resolution of the network complaints.
- Overall understanding of the network architecture and call flows
- Understand of the CEM and Analytics systems for the troubleshooting of the complaints for different services that are offered
- Good coordination skills for collaborating with different stake holders for improving getting the RCA and solution to the network issues.
- Good Vendor management skills for handling sub-contractors
- In-depth technical knowledge in radio network parameters & optimization (2G/4G/VoLTE
- Excellent domain knowledge and on
- field optimization experience
- Hands on experience with tools like CRM /Network 360/KPI's etc
- Very good analytical skills to trouble shoot network quality KPI degradation/ customer complaints
- People management capability, very good cross functional co-ordination.

**Must have technical / professional qualifications**
- B.E. Electronics and Telecommunication