Frontend Tech Sp - Engr
Tata Tele Business Services
Description
| Key Relationships/Key Customer | External: Customers / Business Partners | |
| Internal : Technology Team Customer NOC Team Compliant Management team Relationship Management team Regional CSO teams Product Team | ||
| Span of control: | Geographic : | |
| No. of reports (direct & indirect)- if any : | ||
| Why position exists? | ||
| Job Responsibilities | Drive efficient contact center operations, focussed on resolution of non-technical complaints. · Possess hands-on knowledge of contact center technology, with exposure to IoT and cloud products like SaaS and PaaS. Must be familiar with hosted infrastructure, including ACD, IVR, and Logger systems, as well as IVR and queue management. Take prompt actions to manage incidents related to hosted infrastructure and media, ensuring continuous contact center uptime · Optimize the efficiency of the Tester desk, focusing on maximizing first-time resolution. · Effectively manage and resolve Senior Leadership Team (SLT) escalations · Implement system corrections and automation strategies to reduce contact center and non[1]technical complaint volumes · Ensure close monitoring of aging cases and drive adherence to SLAs for complaints and requests. · Conduct RCA and implement Corrective and Preventive Actions in collaboration with cross[1]functional teams to reduce customer complaints and improve resolution times. · Identify process gaps, drive re-engineering efforts, ensure new processes are implemented effectively, and measure their efficacy · Ensure quality responses and resolutions for all customer interactions. · Maintain data accuracy and ensure robust reporting practices. · Foster strong interlocks with internal and external stakeholders · Oversee vendor relationships and ensure alignment with operational goals. · Track customer VOC and appreciation and report. Should have relevant knowledge and experience of - · Good Process knowledge · Email Centre Client Experience · Team management · Data efficiency System knowledge Behavioural Attributes - Customer-Centric: Deep commitment to improving customer satisfaction and experience. · Strategic Thinker: Ability to think strategically and implement long-term customer experience strategies. · Empathetic: High level of empathy and understanding of customer needs and challenges. · Innovative: Creative and proactive in developing new approaches to enhance customer interactions. | |
Company
Transforming Businesses through Digitalization
Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country's leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.
Our People Shape Our Journey Ahead
We are India's leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.
About Tata Tele Business Services
Telecom and connectivity solutions.