Territory Manager
- Airtel
- 4 - 9 years
- Hyderabad
- 3 months ago
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Job Description
Role & responsibilities.
Job description
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 minimise 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
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Customer Success, Service & Operations, Role Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: AirtelLocation(s): Hyderabad
Keyskills: Customer Service Broadband After sales service FTTH Fiber Telecommunication Field Operation Field Service Field operations Telecom Fault Rectification Service Delivery Broadband Services DTH Optical Fiber
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