Assistant Manager - Customer Service Operations (Mobility & IoT Customer Service Operations)

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Date: 18 Apr 2024

Location: Jamshedpur, India

Company: Tata Communications

Broad outline of the Role

  • Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Mobility and IoT domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

  • Graduate with 4-7 years of experience

Other knowledge/skills

  • Sound understanding of financial concepts like Capex, Opex, ROI etc. Ability to develop and track budgets and financials.
  • Ability to create project documentation like Project charter, Success Criteria, Requirement/Scope documentation, project plan, lessons learned, risk register, change log, communication plan etc.
  • Experience with Project Management Tools and Methodologies
  • Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
  • Experience in troubleshooting platform related issues, data backup, restoration, retention
  • Maintains awareness of latest technologies in the domain

Key Responsibilities

  • Responsibility of planning, overseeing and leading projects from ideation through completion.
  • Manage projects; Plan, coordinate and ensure completion on schedule & budget. 
  • Onboarding of Resource Partners for installations and field activities. Coordination of in-house and vendor resources for competent project staffing
  • Managing day to day communication across all stakeholders – Client, vendors, solution and engineering teams
  • Technical administration or troubleshooting to ensure the efficient functionality of the solution.
  • Incident Validation, Incident Analysis, Solution recommendation
  • Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
  • Act as a point of escalation for Level-1 customer service analysts
  • Coordinate with IT teams on escalations, tracking, performance issues, and outages.
  • Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
  • Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
  • Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
  • Publish weekly reports and monthly reports on customer service operations activity.

Technical Competencies

Knowledge / Skills

Communication Skills


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