Job Description:
1. Report to Respective Team Leader of his zone and coordinate with field team, collect data from them and closure of dockets in system along with day-to-day activities like Network Vehicle monitoring. Report of Inventory Items utillization, field staff attendance monitoring, facilitate Team Leaders in report and presentation work.
2. Assign Dockets to respective Field Teams of Zone.
3. Once field teams attended and restored customer issue they will call/message to coordinator for closure, coordinator will check respective dockets from System and if GPON- ONU status and power levels if RF parameters are good than will close in excel sheet with reason if RF parameters are not positive than he will inform back to field team same for rectification and also report to his Team Leader.
4. If customer gives future appointment or customer non-contactable which feedback comes from field then coordinator will cross check the same by doing out calling to customer update in excel as well as OBRM by changing queue to customer queue (Complaints, IRs, Shiftings, Winback).
5.
Close and focused monitoring so that TAT will not cross for any complaints or New Connection.
6. Send Progress report through mail to higher management upon closing of any job(New installation/Docket closing/Retention customer connection/Customer feedbacks,etc.
7. Sending mail link to customers through OBRM for non-contactable customers(IRs, Shiftings, Winbacks).
8. Early morning flashing the area wise pending complaints, IRs, Shiftings, Winbacks summary in zone WhatsApp groups
9. Informing TLs wherever more IRs pending & high ageing dockets.
10. Post restoration of LOS field team will revert to monitoring person, he will check the all ONUs status and do closure with reason if all RF parameters are good.
11. If any respective Task not restored within proper SLA then He will report to his immediate Team Leader for crossing of TAT.
12. Handling of GPON & CATV customer's complaints and cal