Customer Experience Manager

The Customer Experience Manager (CEM) is responsible for efficiently managing and overseeing the operations of 1200 to 1400 sites within the assigned region. This role involves handling a team of 6-9 Field Maintenance Engineers (FME) and ensuring the timely execution of work orders, including corrective, provisioning, and preventive tasks. The CEM is also responsible for outage analysis, RCA reporting to Bharti and stakeholders, interacting with CTEL and FME for updates in the FEAT tool, and maintaining interlocks with TOCO and wire-line operations. The CEM plays a vital role in managing complaints, outage restoration, physical optimization, spares management, and ensuring high-quality services.

Key Responsibilities:

1.FME Management:

•Manage a team of 6-9 Field Maintenance Engineers (FME) and allocate work orders based on priorities and skillets.

•Ensure efficient execution of corrective, provisioning, and preventive tasks assigned to the FME team.

•Provide guidance, support, and regular feedback to FMEs to enhance their performance.

2.Outage Analysis and Reporting:

•Analyze outage reports and perform Root Cause Analysis (RCA) to identify the underlying issues.

•Prepare detailed reports and communicate findings to Bharti and stakeholders.

3.Collaboration and Communication:

•Interact with CTEL (Central Technical Excellence Leader) and FMEs to stay updated on the latest developments in the FEAT (Fault Escalation and Tracking) tool.

•Conduct fortnightly interlocks with TOCO (Tower Operations and Maintenance) and wireline operations teams to ensure smooth coordination and address any issues.

4.Complaints Resolution:

•Proactively address customer complaints and ensure timely resolution.

5.Outage Restoration:

•Coordinate with various stakeholders, including media teams, TOCO, and active material teams, to restore services during outages.

•Ensure end-to-end closure of outage incidents and maintain communication with stakeholders throughout the process.

6.Physical Optimization:

•Identify and address high churn areas, LR (Lost Revenue) sites, complaints, and special projects related to physical optimization.

7.Spares Management:

•Efficiently manage spares inventory, ensuring availability and timely replenishment as required.