Sr. Engineer - Customer Service Operations (Customer Service Operations) - B3101_2

Broad outline of the Role

Key Objective / Purpose of Job:
Customer CSAT/NPS improvement and process adherence at Level 1 and Level 2 of service operations center

Major Activities:
• Handling Escalated Complaints.
• Floor Supervision.
• Executing Reports on the performance of various activities. (Daily performance, Monthly Performance)
• Quality: Audit of customer interactions through voice and email to improve on Performance.
• Monitoring preparation of Roster and Daily Briefing.
• Supervising All Communication Channels.
• Handling a team of Shift In charges
• Ensuring the targets set for the team are achieved.

Essential Qualifications:
• Any Graduate or
• Diploma in Engineering or
• Degree in Engineering

Requisite Skills:

Technical
• Knowledge about Internet/Networking and how it works
- Project management tools
- MIS and Presentation tools

Functional
• Resource allocation and task distribution
• Planning ability

Behavioural
• Analytical
• Decision making
• Verbal and non verbal communication

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

• 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

• 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