Head Service Operations

Ikya Human Capital Solutions Pvt Ltd
  • Mumbai
  • 15-25 lakh
  • 15-22 years
  • 15 Sep 2016

  • IT/ Information Technology

  • Telecom/ Mobile Operator/ ISP/ Telecom Vendor
Job Description

To head Pan India after sales support network for customers & channel partners.
2. To establish a robust service network in the country in line with the after sales strategy of the organisation
3. To create service policy and procedure to ensure best in class service support for Reliance jio device customers
3. Leading the customer service and operations organization comprising of Reliance & partner members.
4. Responsible for setting benchmark standard for key KPIs such as - TAT; SDR; FTF; Repeat repair; Cost of Service; CSAT scores, Trade satisfaction.
5. Drive people and work force productivity across India
6. Work with cross functional teams
7. To identify prospective franchisees and vendors to provide effective after sales support
8. To create process to manage both the forward & reverse logistics
9. Implement project plan and the monitor, control and review the progress & manage.
10. To monitor and review Service Performance of different states and ensure they are within the stipulated guidelines of performance.
11. Provide adequate technical & non technical training on devices, process etc. to all team members and improve the overall performance.

Competencies/Skill sets for this job

Reverse Logistics CSAT Customer Service

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