Territory Manager- HDO

Roles & Responsibilities:-

1. 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.

2. Installation and Fault Repair

• Ensure resolution of service request as per defined timeline and service level agreement.
• Identify and analyse fault cases to minimize repeat or re-open cases.
• Responsible for Installation & Shifting performance across the job area and to drive defined KPI, whlie 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).

3. 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.

4. 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

5. 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