Assistant Manager - Technology & Platform Development

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

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.
• Strong 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.