Network Complaints Analytics Lead

4 days ago

Gurgaon, Haryana, India Airtel Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Lead -Network Complaints Analytics

Team member will be responsible for driving customers' network experience improvement .It involves working closely with all circles, partners and cross functional teams. Process corrections , sample audit of the actions suggested by partner etc

Main actions include

  • driving customer complaint reduction across all circles.
  • Ensuring the complaint resolution TAT is met
  • Driving / working closely with circle team and partner team
  • Ensuring that the process outlined for addressing the complaints is adhered by all circles
  • Coming out with analytics on complaints and suggesting resolution at site level / process level
  • GRID ANALYSIS for identification of high complaints area
  • Identifying worst areas having high complaints inflow
  • Identification of sites having operational/capacity/transmission/quality resulting in increase in complaints
  • Seeking support for various departments for action prioritization which results in complaint's reduction.
  • Daily interaction with the stakeholders to ensure process adherence
  • Audits to be done on regular basis
  • Support circle for process adherence and seek support for correction.
  • Suggest, implement and track the implementation of automations for complaints analysis.
Experience LevelSenior Level

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