Assistant Manager Operations

Assistant Manager Operations

Atria Convergence Technologies Limited

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Position Overview:

Complete responsibility of monitoring & driving the Operations Installation/ Fault Repair

 

Major Deliverables:

Ensure implementation of operational policies and procedures.

Monitor performance of branch operations team and ensure high customer satisfaction levels with on time resolutions

Conduct periodic audit and inspection to ensure that the deployments standards are adhered to &

Expanding the Network & operational support services in line with sales forecast or approved expansion plans.

Monitor and track implementation of Network.

Assume overall responsibility for SLAs for customer connect times as well as monitoring of complaint resolutions.

Design and implement a customer data analysis system for analyzing customer behavior with a view to improving retention and service levels

Design strategies for increasing customer satisfaction and thereby minimize deactivations.

Analyze training needs of operations staff and co-ordinate with HR / Functional Training Dept to ensure design and implementation of training programs.

Ensure timely execution of special projects/ up-gradation assignments.

Establish measure of performance and monitor performance of Operations staff.

 

Personal Overview:

Qualification: B. Tech / Graduation in Science

Experience: : 4+ yrs in relevant role

 

Essential Attributes (Experience / Exposure characteristics):

Hands on experience in troubleshooting of networking
Minimum of 3 -4 yrs of experience as Team Leader in a customer service environment
Direct Team handling Experience min 5-10
Willing to extend beyond fixed working hours.
Focus on Customer Satisfaction

Behavioral Competencies: Customer Focus, Interpersonal effectiveness, withstands pressure, Excellent Communication Skills, Process Oriented, good leadership skills