MENDU ENTERPRISE PRIVATE LIMITEDJOB DESCRIPTION

CUSTOMER CARE MANAGER
OFC / TELECOM OPERATIONS
DesignationCustomer Care ManagerDepartmentOFC / Telecom OperationsLocationHyderabad - Punjagutta (with coordination across sites / regions)Employment TypeFull-TimeExperience5-8+ years in customer care / NOC / telecom operations; team-handling experience preferredQualificationAny Graduate; technical / telecom exposure preferredReporting ToHead - Telecom / OFC / Operations ManagementWork PatternRotational shifts / 24x7 operational coverage as business requires
1. ROLE PURPOSE
The Customer Care Manager will lead the OFC / Telecom customer care function and ensure reliable, timely and transparent customer communication throughout the complete ticket lifecycle. The role is accountable for team performance, SLA adherence, ticket governance, critical escalation handling, RFO/RCA communication, reporting discipline, shift continuity and effective coordination with field, NOC, application and management teams. The position is expected to improve service quality, reduce ticket aging and repeat complaints, and maintain strong client confidence during normal operations and outages.
2. KEY ROLES & RESPONSIBILITIES
A. Team Performance & Operational Leadership
Lead, guide and monitor Customer Care Executives (CCEs) across assigned shifts and regions.
Ensure every CCE handles calls, emails and approved communication platforms professionally and records each interaction accurately.
¢ Monitor individual productivity, tickets handled, closure efficiency, communication quality, remark quality and follow-up discipline.
¢ Identify performance gaps and conduct one-on-one reviews, coaching, refresher training and corrective action plans.
¢ Ensure shift punctuality, system readiness, login/logout discipline and adequate manpower coverage.
B. SLA & Ticket Governance
¢ Monitor the end-to-end ticket lifecycle: ticket creation, acknowledgment, assignment, follow-up, restoration confirmation and closure.
¢ Ensure strict adherence to acknowledgment and resolution SLAs for P1, P2, P3 and other client-defined priority levels.
¢ Track aging tickets, 4-hour pending cases, long-pending cases, WIP tickets and potential SLA breaches.
¢ Intervene immediately on delayed assignment, delayed field action or closure dependency and escalate through the approved matrix.
¢ Ensure no ticket is missed, incorrectly closed or left without a documented action trail.
C. Client Communication & Escalation Handling
¢ Act as the primary escalation SPOC for customer service issues and high-priority incidents.
¢ Personally manage P1/P2 and business-critical customer escalations until stability and closure are confirmed.
¢ Provide timely, factual and transparent updates to clients during outages and restoration activity.
¢ Ensure accurate sharing of RFO (Reason for Outage) and RCA (Root Cause Analysis) within agreed timelines.
¢ Participate in client reviews, escalation calls, service review meetings and management review discussions as required.
D. Reporting, MIS & Data Accuracy
¢ Ensure hourly pending / escalation reports and end-of-shift trackers are submitted without delay.
¢ Review and validate daily ticket statistics: total received, closed, pending, WIP, aging, 4-hour cases and SLA breaches.
¢ Prepare and circulate daily, weekly and monthly MIS dashboards for management and relevant stakeholders.
¢ Maintain accuracy and consistency of data across CRM, TrackOn (or similar tools), Excel trackers and client reports.




¢ Provide trend-based insights on recurring outages, high-aging zones, repeated complaints and service risks.
E. Coordination with Field, NOC & Internal Teams
¢ Coordinate continuously with Field Engineers, Field Team Leaders, NOC, Application / Developer, Billing and other internal teams.
¢ Drive fast ticket assignment, acknowledgment, site action, fault resolution, testing and restoration confirmation.
¢ Escalate internally when field response, data availability, tool issues or approvals delay customer restoration.
¢ Ensure circuit IDs, route details, KMZ / KML inputs, location details and other required information are available to resolution teams.
¢ Create a disciplined communication loop between customer care and operations so that customers receive consistent updates.
F. Issue Analysis & Preventive Improvement
¢ Analyze repeat outages, frequent fiber cuts, route / location-wise issues, repeated KMZ discrepancies and chronic service problems.
¢ Work with operations teams to identify root causes and recommend permanent corrective and preventive actions.
¢ Track repeat complaints after closure and validate whether permanent fixes have been implemented.
¢ Use MIS trends to highlight operational risks and opportunities to reduce downtime and repeat tickets.
G. Process Compliance & Quality Control
¢ Ensure strict adherence to escalation matrix, customer communication standards, ticket logging rules and closure guidelines.
¢ Audit ticket remarks, closure notes, timelines, RFO/RCA quality and supporting evidence on a sample basis.
¢ Prevent incorrect closures, missed updates, incomplete remarks, duplicate tickets and SLA deviations.
¢ Maintain audit-ready customer care records and support management / client audits when required.
H. Training & Team Development
¢ Identify knowledge and communication gaps within the team and prepare targeted training plans.
¢ Conduct process, tool, escalation, customer communication and incident-handling refreshers.
¢ Ensure the team is updated on current processes, client requirements, tools, applications and reporting formats.
¢ Develop backup resources for critical shifts and build strong ownership at team-lead / senior CCE level.
I. Shift Planning & Handover Management
¢ Plan shifts and weekly rosters to maintain continuous operational coverage, including night shifts where applicable.
¢ Ensure structured shift handover with clear status of pending tickets, critical incidents, escalations and customer commitments.
¢ Validate that no open ticket or promised update is lost during shift transition.
¢ Arrange backup coverage for absence, high-volume periods and emergency situations.
J. Tools & System Accountability
¢ Ensure proper and disciplined use of CRM, TrackOn / field-tracking systems, communication channels and Excel-based MIS trackers.
¢ Coordinate with the application / developer team for system bugs, missing movement logs, workflow gaps and data issues.
¢ Recommend process automation and dashboard improvements that improve real-time visibility and reduce manual errors.
¢ Ensure users follow access-control,



data-security and operational documentation requirements.
3. KEY PERFORMANCE INDICATORS (KPI / KRA)
KPI / KRA AREASUCCESS MEASURE / EXPECTATIONSLA ComplianceAcknowledgment and resolution SLA adherence; reduction in breach cases.Ticket GovernanceZero missed tickets; controlled aging; accurate closure and remarks.Escalation ManagementTimely ownership and closure of P1/P2 / critical escalations.Customer CommunicationTimely status updates, RFO/RCA quality and communication discipline.Reporting & MISOn-time hourly, shift, daily, weekly and monthly reports with accurate data.Team PerformanceCCE productivity, quality scores, attendance / shift discipline and training closure.Operational CoordinationSpeed and effectiveness of coordination with FRT, NOC and internal support teams.Repeat Issue ReductionReduction in repeat complaints / chronic outages through preventive actions.Process ComplianceAdherence to escalation matrix, audit requirements, CRM discipline and closure standards.Client SatisfactionImproved service review outcomes, fewer escalations and stronger customer confidence.
4. CORE COMPETENCIES & SKILLS
¢ Strong customer handling, conflict resolution and escalation-management capability.
¢ Excellent verbal and written communication with the ability to provide clear outage / restoration updates.
¢ Sound understanding of SLA, TAT, ticket aging, incident priority and operational escalation concepts.
¢ Working exposure to telecom / OFC / network operations, field restoration processes and NOC coordination is highly desirable.
¢ Advanced working knowledge of MS Excel, including lookups, PivotTables, trackers and MIS reporting; PowerPoint and Word proficiency.
¢ Ability to work with CRM / ticketing systems, TrackOn or similar field-tracking tools and collaborative platforms.
¢ Strong team leadership, coaching, shift planning and performance-management skills.
¢ High ownership, responsiveness, accountability, transparency and decision-making under pressure.
¢ Analytical mindset for trend analysis, repeat-outage identification and preventive improvement.
¢ Ability to operate effectively in a 24x7 / rotational-shift environment when required.
5. EDUCATION & EXPERIENCE
EducationAny Graduation. Degree / diploma exposure in telecom, electronics, communications or management is an advantage.Experience5-8+ years in customer care, service operations, NOC, technical support or telecom/OFC operations, including team-handling responsibility.Preferred IndustryTelecom infrastructure, OFC network operations & maintenance, ISP, NOC, data connectivity, field-service or infrastructure services.Leadership ExposureExperience managing shifts, SLAs, escalations, customer reviews, MIS and cross-functional operations.LanguagesStrong professional English; Hindi and regional-language capability is an advantage depending on operating geography.
6. LEADERSHIP EXPECTATIONS
The Customer Care Manager is expected to demonstrate end-to-end ownership of customer service operations. The role must combine customer empathy with operational discipline, ensuring that every ticket has an owner, every escalation has a clear action plan, every customer receives timely communication, and every shift closes with complete handover and reporting. The manager should proactively identify risks rather than wait for escalations and should continuously strengthen process, people and system capability.
Mendu Enterprise Pvt. Ltd. | Confidential - HR & Business Use | Page 1

📌 Customer Care Manager (Hyderabad)
🏢 Mendu Enterprise
📍 Hyderabad