Job Description

Role

TSG Lead

Job Level/ Designation

M2/ AGM

Function / Department

Radio Planning & Quality

Location

Lucknow

Job Purpose

This role is responsible for supporting the Network Quality function by optimal and effective Analysis and Handling Network complaints, coordinating with relevant stakeholders and getting resolution for customer complaints..

Key Result Areas/Accountabilities

• Team lead of TSG group for handling network complaints
• Have a sound knowledge of the technologies and network complaints management
• Ensure timely and satisfactory resolution of the network complaints - ensuring adherence to process - providing the resolution and RCA to customer - analysing complaints - proactive care
• Bring in system processes and tools to enhance the efficiency and efficacy of the complaint handling function
• Collaborate/coordinate with the circle and corporate network teams for tracking/resolution of the network issues/complaints to improve the CSAT scores
• Effective routine use of Geo-location tools in trouble shooting network/customer issues, analysis of 2G/4G network coverage tropology, in-building coverage, traffic, handset analytics et
• HNI / Enterprise/ VIP/Escalations customer complaints handling
• Coordination with Zonal optimization team in sharing the insight from tools and supporting them in experience improvement initiatives

Core Competencies, Knowledge, Experience

• Overall 10-15 years of experience in Telco and more than 2 years' experience in handling the TSG function for resolution of the network complaints.
• Overall understanding of the network architecture and call flows
• Understand of the CEM and Analytics systems for the troubleshooting of the complaints for different services that are offered
• Good coordination skills for collaborating with different stake holders for improving getting the RCA and solution to the network issues.
• Good Vendor management skills for handling sub-contractors
• In-depth technical knowledge in radio network parameters & optimization (2G/4G/VoLTE
• Excellent domain knowledge and on- field optimization experience
• Hands on experience with tools like CRM /Network 360/KPI's etc
• Very good analytical skills to trouble shoot network quality KPI degradation/ customer complaints
• People management capability, very good cross functional co-ordination.

Must have technical / professional qualifications

• B.E. Electronics and Telecommunication