Team Leadership Operations

- Lead, coach, and mentor a team of customer support representatives.
- Monitor daily operational performance and ensure adherence to service levels.
- Conduct regular team meetings, performance reviews, and training sessions.
- Manage workforce planning, shift schedules, and resource allocation.

Customer Service Management

- Ensure prompt resolution of customer complaints and service requests.
- Handle customer escalations related to telecom services, billing, network issues, and provisioning.
- Drive improvements in customer satisfaction and service quality.
- Ensure compliance with established customer support processes and policies.

Performance Management

- Monitor KPIs such as First Call Resolution (FCR), Average Handling Time (AHT), and SLA adherence.
- Analyze customer complaints and identify recurring issues.
- Prepare operational reports and present performance insights to management.
- Implement action plans for continuous improvement.

Stakeholder Management

- Coordinate with Network Operations, Service Delivery, Billing, Sales, and Technical Support teams to resolve customer issues.
- Act as a bridge between CFT and internal departments.
- Support management in process improvement initiatives and customer retention programs.

Quality Compliance

- Ensure compliance with company policies, telecom regulations, and service standards.
- Conduct quality audits and monitor customer interactions.




- Develop and implement corrective actions to improve service delivery.

Required Qualifications

- Bachelor''s degree in Business Administration, Telecommunications, Engineering, or related field.
- 3-5 years of experience in customer support/customer service operations.
- Experience in telecom, broadband, ISP, enterprise connectivity, or managed services environment preferred.

Required Skills

- Strong customer service and people management skills.
- Excellent communication and stakeholder management abilities.
- Knowledge of telecom products, services, and customer lifecycle management.
- Robust analytical and problem-solving skills.
- Experience with CRM systems and ticketing platforms.
- Ability to manage escalations and high-priority customer issues.
- Proficiency in Microsoft Excel, Power BI, and reporting tools.

Key Performance Indicators (KPIs)

- Customer Satisfaction Score (CSAT)
- First Call Resolution (FCR)
- Service Level Adherence
- Average Handling Time (AHT)
- Escalation Resolution Rate
- Team Productivity and Utilization
- Customer Retention Rate

Preferred Competencies

- Leadership and team development
- Customer-centric mindset
- Conflict resolution and negotiation
- Decision-making under pressure
- Process improvement and operational excellence
- Data-driven performance management

Work Environment

- Hybrid or office-based working model.
- Frequent interaction with business units, and technical teams.

📌 Assistant Manager - Technology & Platform Development (Chennai)
🏢 Tata Communications
📍 Chennai