Walk-in || Territory Manager

Purpose of the Role:

The purpose of the role is to provide installation and fault repair activation to meet the service level agreements. The role will also be responsible to drive pitch of products to the customers.

Key Responsibilities

Strategy Implementation

• Maintain service level agreements while resolving customers service request.
• Identify opportunities for network rehabilitation within the assigned territory.
• Ensure compliance to quality and process standards defined for Airtel.
• Ensure safety standards and protocols are followed within the assigned territory.

Installation and Fault Repair

• Ensure resolution of service request as per defined timeline and service level agreement.
• Identify and analyse fault cases to minimise repeat or re-open cases.
• Responsible for Installation & Shifting performance across the job area and to drive defined KPI, while ensuring quality of installation & cost for installs
• Drive reduction in overall open service requests and repeat and reopen orders to meet KPI targets. Drive Serve to Sell through engineers.
• Manage escalation from internal/external customers related to the product.
• Coordinate with local cable operators (LCOs) to provide timely support to the customers.
• Coordinate with cross-functional teams to ensure faster installation and resolution.
• Understand the Airtel work app leveraged by the engineers and wiremen.
• Understand and resolve the challenges and issues faced by local cable operators (LCOs).

Reporting

• Leverage the Airtel work platform to monitor the performance of the associates in the service.
• Prepare documentation and report to showcase the productivity.
• Conduct audit of the productivity within the target date.

Process Optimization

• Identify ways to fasten the customer installation and fault repair process.
• Responsible for QOS parameters related to TRAI, Regulatory & statutory compliance for the circle/Cluster
• Carry out audit within target date and generate report

People Management

• Work closely with the team for seamless execution of the tasks.
• Coordination with cross functional teams CSD/NOC/O&M to provide faster resolutions