Lead -Network Complaints Analytics

Team member will be responsible for driving customers’ network experience improvement .It involves working closely with all circles, partners and cross functional teams. Process corrections , sample audit of the actions suggested by partner etc

Main actions include

• driving customer complaint reduction across all circles. 
• Ensuring the complaint resolution TAT is met
• Driving / working closely with circle team and partner team 
• Ensuring that the process outlined for addressing the complaints is adhered by all circles
• Coming out with analytics on complaints and suggesting resolution at site level / process level
• GRID ANALYSIS for identification of high complaints area
• Identifying worst areas having high complaints inflow
• Identification of sites having operational/capacity/transmission/quality resulting in increase in complaints
• Seeking support for various departments for action prioritization which results in complaint’s reduction.
•  Daily interaction with the stakeholders to ensure process adherence
•  Audits to be done on regular basis
• Support circle for process adherence and seek support for correction.
• Suggest, implement and track the implementation of automations for complaints analysis.