Lead - Service Delivery-DTH-Gurgaon

#BAL

Required Work Experience : Service Improvement Lead

Required Skills : Service Improvement Plans

Key Responsibilities:

Customer Experience-

Ensure high levels of customer satisfaction bymeeting the company's agreed Turnaround Time (TAT) for service delivery.

Enhance customer experience by Repeat reduction

Manage and resolve customer complaints andescalations, ensuring a closed-loop process.

Drive adherence to TAT and manage high agingpendency cases.

Track Net Promoter Score (NPS) and implementcorrective actions in coordination with circle teams.

Resource Management:

Collaborate with CFT & Field team to ensureadequate infra-availability at the pin code/partner level, based on forecastedservice loads.

Oversee training and tooling of engineers andbackend coordinators.

Process Audit and Governance:

Establish a robust audit mechanism to ensureadherence to processes across all touchpoints.

Implement strong governance measures to preventrevenue leakage.

Oversee the control of in-warranty materialconsumption during service calls and ensure timely replenishment to partners.

Process Automation andpolicies to enhance operational efficiency.

This JD outlines the primary responsibilities and objectivesfor a Service Support Manager, emphasizing customer satisfaction, resourcemanagement, performance tracking, and process efficiency.

Filed supportMechanism

Providing support to filed team, close collaboration withHDO team, Device team & Network CFTs to help in developing trouble shootingguide and keep the filed team updated on this