MANAGER - CUSTOMER INTERACTION GROUP (TELECOM)Posted By Khoj Consultants

Position Vacant :

MANAGER - CUSTOMER INTERACTION GROUP (TELECOM)

No. of Openings :

1

Company Name :

Khoj Consultants

Job Description :

Our client is a very large telecom group and you need to be above average to beed. This requirement is for their cellular operations. APPLICANTS MUST BE AN MBA WORKING IN A TELECOM COMPANY IN NORTH INDIA The function if focussed in providing Customer Satisfaction, across all Customer Interactions using processes and Quality tools. The tools used are employee satisfaction and automation to achieve the above. It is also focussed in how to leverage the technological tools like eCRM and Call Centre in order to provide Customer Satisfaction. To coordinate operations of Customer Care, proactive as well as reactive to provide higher levels of Customer Satisfaction. The focus would be on ensuring process adherence as per the laid process. This would happen while delivering resolution to our customers and Self-productivity scores. The emphasis would be on adhering to reduction on inbound calls adopting proactive measures, new processes or re engineering of processes with end result of customer delight both for external as well as internal customers Reduction in Calls/Customer/Month (Post and Pre Paid segment) Coordinating day-to-day activities with outsource in respect to both voice(Postpaid ,Prepaid and outbound) as well as Non voice Ensuring deliverables of outsource agency Facilitate process work flow for outsource to achieve customer satisfaction Providing scope for self-enhancement and development. Maintain high level of self-knowledge. Ensure process adherence as per laid out process. Counselling and motivation of Team members Facilitate in the improvement of Team members. Do Root cause analysis and develop plans to increase outsource support and enhance customer satisfaction

Desired Profile :

APPLICANTS MUST BE AN MBA WORKING IN A TELECOM COMPANY IN NORTH INDIA VISIT OUR SITE FOR TERMS

Experience Required :

60 (Months) to 96 (Months)

Job Category :

Telecom/ISP >>> ISP Industries >>> ITES/BPO/Operations/Customer Service/Telecalling

Opening Location :

Punjab-Chandigarh

Education :

B.B.A, MBA/PGDM

Key Skills :

CUSTOMER SATISFACTION/CUSTOMER SERVICES

Salary Offered :

600000 - 0 INR (Per Year)

Career Level :

Management (Manager/Director of Staff)

Job Type :

Permanent

Job Status :

Full-Time

Company Name :

Khoj Consultants

Profile :

OUR CLIENT IS THE FOURTH LARGEST CELLULAR COMPANY IN INDIA OPERATIONAL IN 8 CIRCLES INCLUDING DELHI AND UP WEST WITH A 4 MILLION SUBSCRIBER BASE. IT COVERS 45% OF THE COUNTRY�S MOBILE TELEPHONY POTENTIAL AND 60% OF THE COUNTRY. STT AND MALAYSIA TELECOM ARE IN THE PROCESS OF BUYING OUT THE STAKE OF ONE OF THE FOREIGN PARTNERS. IT USES MODERN TECHNOLOGY AND HAS INNOVATIVE VAS SCHEMES

Contact Name :

JOYON MAJUMDAR MONA MATHUR

Posted On :

4/8/2006