Lead Wireline Delivery

Key Responsibilities Ensure processes are geared to meet the customer experience during installation and service recovery of wireline and IWAN project . Analyze partner performance across the zone and implement strategies to ensure performance against set targets. Manage growth through resource planning, maximizing automation and selfcare usage Managing the team productivity. Optimize resource deployment across geographies Provide leadership in project management and take decision and make recommendations Basis the periodic audits, provide market/business insights across department Experience & Skills Customer Focus Experience of field customer engagement A keen planner and implementer with insightful experience in handling operations entailing planning, budgeting, and resource deployment. Comprehensive understanding of diverse systems, functional imperatives & metrics, strategic and tactical intervention. Capable of taking independent decisions. Exposure to Customer service or Telecom business in similar customer service role. For Employees This position manages and owns the entire customer life-cycle process at a circle/ zone level for both Wireline and IWAN . This includes customer on-boarding, service delivery and assurance, churn management and CSI .The incumbent has to build a dedicated, committed & well engaged team at the zone level & continuous focus on people capability building. Ensure processes are geared to meet the customer experience during installation and service recovery of wireline and IWAN project . Analyze partner performance across the zone and implement strategies to ensure performance against set targets. Manage growth through resource planning, maximizing automation and selfcare usage Managing the team productivity Optimize resource deployment across geographies Provide leadership in project management and take decision and make recommendations Basis the periodic audits, provide market/business insights across department . Customer Focus Experience of field customer engagement A keen planner and implementer with insightful experience in handling operations entailing planning, budgeting, and resource deployment. Comprehensive understanding of diverse systems, functional imperatives & metrics, strategic and tactical intervention. Capable of taking independent decisions. Exposure to Customer service or Telecom business in similar customer service role.