Job Description

Purpose - Broad objective of the role

Ensuring cases attempted within TAT and retained.

Comprehensive & correct closure of SR\'s tagged from both Inbound & Outbound on churn.

Complaints Escalations Audit Reports to be contained and continuously improver

Increase in C-SAT of SR\'s closed.

To Monitor churn across all channels and meeting targets of Retention for both Post-paid & Prepaid (P&G Segment).

Conducting outdoor activities for customer engagement programmes like Let\'s Meet, Service Camp &FGD.

To Map Productivity and Team efficiency across all retention processes.

Vendor Management & Adherence to SLA.

To Rollout and maintenance of New Processes.

To initiate to improve processes.

Cross functional co-ordination for retention tools.

Key Responsibilities

• PO governance
• MACD updates
• SDWIP tracker & follow-up to ensure better revenue realisation & forecasting SD on hold to WIP conversion thus ensure quicker deliver & faster revenue realisation
• Numbers reporting & forecasting & publishing dashboard on performance
• Track on SFDC hygiene & reporting back to CSM team
• Account related information and managing the repository, data reporting with different cuts for management
• IRT track for better resolution to recover faster money from the customer
• All new initiatives that various functions want from CSM or sales - the role would be one point of contact checking the relevance & necessity
• There are various tracks from Marketing , Assurance , and SOC & NOC teams which come in ad-hoc. This role will be screening it, and if necessary executing it as well
• Creating a KPI dashboard with performance update on all KPI

Tata Communications