Posted On Feb 21, 2024
Assistant Manager - Customer Service Operations (Mobility & IoT Customer Service Operations)
Tata Communications
Jamshedpur, India
Job Description
Broad outline of the Role
- Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Mobility and IoT domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
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
- Sound understanding of financial concepts like Capex, Opex, ROI etc. Ability to develop and track budgets and financials.
- Ability to create project documentation like Project charter, Success Criteria, Requirement/Scope documentation, project plan, lessons learned, risk register, change log, communication plan etc.
- Experience with Project Management Tools and Methodologies
- 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
- Responsibility of planning, overseeing and leading projects from ideation through completion.
- Manage projects; Plan, coordinate and ensure completion on schedule & budget.
- Onboarding of Resource Partners for installations and field activities. Coordination of in-house and vendor resources for competent project staffing
- Managing day to day communication across all stakeholders - Client, vendors, solution and engineering teams
- 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
Job Segment: Operations Manager, Service Manager, Project Manager, Operations, Customer Service, Technology
Explore more jobs like this, or continue your search
Tata Communications
Mumbai, India
Tata Communications
Pune, India
All product names, logos, and brands are property of their respective owners.