Sr. Engineer

4 weeks ago


Pune, India Tata Communications Full time

Broad outline of the Role

Key Objective / Purpose of Job:
Customer CSAT/NPS improvement and process adherence at Level 1 and Level 2 of service operations center

Major Activities:
• Handling Escalated Complaints.
• Floor Supervision.
• Executing Reports on the performance of various activities. (Daily performance, Monthly Performance)
• Quality: Audit of customer interactions through voice and email to improve on Performance.
• Monitoring preparation of Roster and Daily Briefing.
• Supervising All Communication Channels.
• Handling a team of Shift In charges
• Ensuring the targets set for the team are achieved.

Essential Qualifications:
• Any Graduate or
• Diploma in Engineering or
• Degree in Engineering

Requisite Skills:

Technical
• Knowledge about Internet/Networking and how it works
- Project management tools
- MIS and Presentation tools

Functional
• Resource allocation and task distribution
• Planning ability

Behavioural
• Analytical
• Decision making
• Verbal and non verbal communication

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

Graduate with 4-7 years of experience

Other knowledge/skills

Good knowledge on implementation, installation, integration troubleshooting and overall functionalities Experience in troubleshooting platform related issues, data backup, restoration, retention Maintains awareness of latest technologies in the domain

Key Responsibilities

Technical administration or troubleshooting to ensure the efficient functionality of the solution. Incident Validation, Incident Analysis, Solution recommendation Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions Act as a point of escalation for Level-1 customer service analysts Coordinate with IT teams on escalations, tracking, performance issues, and outages. Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation. Provide recommendations in tuning and optimization of systems, processes, procedures, and policies. Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate. Publish weekly reports and monthly reports on customer service operations activity.

Technical Competencies

Knowledge / Skills

Communication Skills
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