Team Leader Customer Service (Telecom Process)

Designation: Team Lead

Location: Hyderabad

Shift: Night Shift

Must have:

• International Chat / voice process in past/current.
• Telecom process as a Team Lead / Associate Team Lead.
• Good understanding about Attrition and Shrinkage. Responsibilities

Responsibilities:

• Responsible for delivery of services for a span of 15 to 20 agents
• Performance monitoring, data analysis for service delivery
• Coach, train and provide feedback for effective performance management
• Upkeep MIS and reports as per the program requirement
• Motivate the staff to exceed customer expectations
• Maintain compliance to all regulatory requirements for the business
• Handle additional process responsibilities as and when delegated
• Computer literate and well versed with MS-Office tools
• Day to day decision making capability High Level Tasks

High Level Tasks:

• Maintain Customer Engagement through the life of the Customer Request from initiation through to closure
• Successfully identify the customers requirements;
• Interpret Customer Contracts to ensure services are billed correctly;
• Provision the appropriate orders through Client Business Network Provisioning or through other Carrier Provisioning systems (including Design and Commercial Preparation activities as required);
• Manage Client internal workgroups to deliver to customer or Client project schedules, involving multiple sites, services or a level of complexity requiring project-based coordination.
• Manage external Vendors to achieve completion within required timeframes;
• Handover to internal operational groups to ensure seamless Customer Support for New Customer or New LoB.
• provisioning of mobile voice services
• provisioning of mobile data services including: blackberry, mobile broadband, GPRS, Microsoft direct push and WIP VPN etc
• Provisioning and Updates of basic VAS products including: SMS, voicemail, MMS, caller ID, international roaming and surepage etc
• Email Products including email SMS, SMS broadcast, SMS Gateway etc
• Other products/services including: Bill on behalf, hardware ordering, OPOM to GSM transfers, porting and corporate employee plans etc
• Bulk provisioning of mobile products using TTWin/VB scripts

Qualifications:

• 3-5 years demonstrated experience working in a similar industry (i.e. telecommunications) competency

Skills & Knowledge

• Thorough understanding of Customer support & delivery principles for the telecom domain supported by experience within a Call Centre, Service Desk and Asset Management operations (or similar environment)
• Thorough understanding of Customer Request management and experience delivering within Customer Service Levels
• Thorough understanding of Client voice/data (telecom, networking and bandwidth) products, including business rules to provision.
• Thorough understanding of Services and Customer Premise Equipment delivered by Third Party Providers and how these integrate with Carriage Services
• Excellent written and verbal communication skills with experience applying these skills to engage professionally with the Customer, Vendors and internal Client workgroups.
• Understands the requirement to deliver to Customer within agreed timeframes (or Contract Service Levels) and has experience co-ordinating own workload in conjunction with work from other groups to achieve required outcomes
• Understands the benefits of working systematically to identify root causes, anticipate implications and resolve problems and has experience working in this environment
• Understands the importance of issue management and can demonstrate ability to escalate issues at the right time, along with initial assessments and suggested resolutions
• Proven ability to quickly absorb new information about telecommunications offerings and network/telecom provisioning processes and apply to on the job activities
• Proactive in the establishment of professional relationships at appropriate levels of the customer structure and within Client.
• Ability to recognise the Commercial impact of a situation and to consider both the Customer and Commercial requirements in decision making
• High level of spoken and written English
• Computer literate e.g. Outlook, Word, Excel, Internet Explorer
• Excellent telephone manner
• Strong comprehension skills
• strong time management,
• Customer Service,
• product awareness,
• problem solving and analysis,
• Attention to detail,
• Customer contract awareness,
• Excellent telephone manner,
• Technical Aptitude,

Competencies

• Customer Focus
• Communicating Clearly
• Professional Focus
• Embracing Change
• Listening and Questioning skills
• Teamwork
• Product knowledge
• Commitment to culture
• Concern for quality and standards
• Relationship building
• Ability to analyse and solve problems
• Effective understanding of technology
• Brand ambassador