Assistant Manager - Customer Service Operations (Customer Service Operations) - B3101_2
Los Angeles, California
Employer: Tata Communications
Industry: Customer Service Operations
Salary: Competitive
Job type: Full-Time
About the Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Job Information
Job Title: Assistant Manager - Customer Service Operations (Customer Service Operations) - B3101_2
Broad outline of the Role
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
Other knowledge/skills
Key Responsibilities
Technical Competencies
Knowledge / Skills
Communication Skills
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Job Information
Job Title: Assistant Manager - Customer Service Operations (Customer Service Operations) - B3101_2
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 respective areas of Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains. 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
- 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
Communication Skills
Created: 2024-06-07
Reference: 319610
Country: United States
State: California
City: Los Angeles
ZIP: 90291
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