- New products-
- Launch readiness
- Operation setup- people
- Day to day operational governance
- Governance
- AMB/Social Media Escalation
- Handling high level escalations
- Co-own RCA to correct the process & governance
- Insights for new programs/projects
- Responsible to drive the fulfilment of case handling KPIs on customer level with highest quality.
- Proactively support customer support community (CSC) in operations management of the customer SLA fulfilment.
- Prioritization of cases based on customer requirement.
- Drive customer escalations effectively
- EBCSS (Event based customer satisfaction survey) owner at customer level. Analyse the result, propose quality improvement and communicate corrective action and support execution.
- Share customer SLA performance status and business situation through dashboard
- Focus on cost effective support for assigned customer through analysis of cost reports and drive to reduce cost per case (CPC).
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Bharti Airtel Limited, Chennai, TAMIL NADU, 600028, IN
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