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Lead - Wireless Assurance

24 hours ago

Chandigarh, Chandigarh, India Airtel Full time

Wireless Service Assurance Lead- you will be responsible for handling Fault repair, Performance Improvement, KPI Drive & Action Plan implementation. It would be your job responsibility to continuously to monitor, performance enhancement in-line with targets, process/SoP adherence, remove obstacles in service deliverables.

Key Responsibilities:

  • Responsible for KPI delivery as per target & action for continues improvement
  • Responsible for identification of improvement areas for the circle & define corrective actions
  • Responsible for quality of fault repair /workmanship in the circle
  • Responsible for continuous improvement in customer experience
  • Optimum use of resources with planned productivity
  • Responsible for timely material availability and consumption booking
  • Work closely with all stakeholders to ensure smooth operations.
  • Recommend process improvement to enhance customer experience
  • Co-ordinate with partner to ensure timely support to field team.
  • Escalation handling for internal & external customers
  • Reduction of Customer Interaction, SR Rate, SLA & Quality of workmanship (Repeat + Reopen)
  • Regular monitoring of fault repair performance, analyze customer faults for corrective actions
  • Training of field resources.
  • Gate meeting at defined frequency
  • Field Visits are defined norms.