Key Relationships/Key Customer External : Customers / Business Partners Internal : Technology Team
Customer NOC Team
Compliant Management team
Relationship Management team
Regional CSO teams
Product Team Span of control: Geographic : No. of reports (direct & indirect)- if any : Why position exists Job Responsibilities

Drive efficient contact center operations, focussed on resolution of non-technical complaints.
Possess hands-on knowledge of contact center technology, with exposure to IoT and cloud
products like SaaS and PaaS. Must be familiar with hosted infrastructure, including ACD, IVR,
and Logger systems, as well as IVR and queue management. Take prompt actions to manage
incidents related to hosted infrastructure and media, ensuring continuous contact center
uptime
Optimize the efficiency of the Tester desk, focusing on maximizing first-time resolution.
Effectively manage and resolve Senior Leadership Team (SLT) escalations
Implement system corrections and automation strategies to reduce contact center and non [1] technical complaint volumes




Ensure close monitoring of aging cases and drive adherence to SLAs for complaints and
requests.
Conduct RCA and implement Corrective and Preventive Actions in collaboration with cross [1] functional teams to reduce customer complaints and improve resolution times.
Identify process gaps, drive re-engineering efforts, ensure new processes are implemented
effectively, and measure their efficacy
Ensure quality responses and resolutions for all customer interactions.
Maintain data accuracy and ensure robust reporting practices.
Foster robust interlocks with internal and external stakeholders
Oversee vendor relationships and ensure alignment with operational goals.
Track customer VOC and appreciation and report.

Should have relevant knowledge and experience of -
Good Process knowledge
Email Centre Client Experience
Team management
Data efficiency
System knowledge

Behavioural Attributes - Customer-Centric: Deep commitment to
imp

📌 Frontend Tech Sp (Hyderabad)
🏢 Tata Tele Business Services (TTBS)
📍 Hyderabad