Wireline Delivery Lead
Key Responsibilities
Ensure processes are geared to meet the customer experience during installation and service recovery of wireline and IWAN project . Analyze partner performance across the zone and implement strategies to ensure performance against set targets. Manage growth through resource planning, maximizing automation and selfcare usage Managing the team productivity. Optimize resource deployment across geographies Provide leadership in project management and take decision and make recommendations Basis the periodic audits, provide market/business insights across department
Experience & Skills
Customer Focus Experience of field customer engagement A keen planner and implementer with insightful experience in handling operations entailing planning, budgeting, and resource deployment. Comprehensive understanding of diverse systems, functional imperatives & metrics, strategic and tactical intervention. Capable of taking independent decisions. Exposure to Customer service or Telecom business in similar customer service role.
For Employees
This position manages and owns the entire customer life-cycle process at a circle/ zone level for both Wireline and IWAN . This includes customer on-boarding, service delivery and assurance, churn management and CSI .The incumbent has to build a dedicated, committed & well engaged team at the zone level & continuous focus on people capability building.
Ensure processes are geared to meet the customer experience during installation and service recovery of wireline and IWAN project . Analyze partner performance across the zone and implement strategies to ensure performance against set targets. Manage growth through resource planning, maximizing automation and selfcare usage Managing the team productivity Optimize resource deployment across geographies Provide leadership in project management and take decision and make recommendations Basis the periodic audits, provide market/business insights across department .
Customer Focus Experience of field customer engagement A keen planner and implementer with insightful experience in handling operations entailing planning, budgeting, and resource deployment. Comprehensive understanding of diverse systems, functional imperatives & metrics, strategic and tactical intervention. Capable of taking independent decisions. Exposure to Customer service or Telecom business in similar customer service role.
1. Responsible to plan and execute delivery of all Wireline Orders
2. Engagement with cross-functional teams to deliver links e2e right from order receipt till IR sign-off.
3. Engagement with internal network teams and give visibility to the Business Project team on delivery timelines for all the orders.
4. Skill to handle team of at least 3 to 4 people.
5. Should have strong understanding of fiber optics and FTTH media.
6. Engagement with testing teams and customer for link testing and handle teams to short out testing related issues.
7. Regular interaction with domestic and international customers during delivery lifecycle.
8. Manage inventory for delivery of Business orders.
9. Regular interlock with planning for critical high bandwidth delivery.
10. Proactive bandwidth arrangement in high utilized rings.
11. Track various project stages and publish regular progress reports to all stakeholders.
12. Plan regular meeting with Business team to give visibility of ongoing/critical projects.
13. Understand execution challenges and explore ways to mitigate the same.
14. Intense cross-functional engagement and co-ordination with field partners to achieve delivery commitment.
15. Should be able to handle pressure and manage customer/business in most efficient ways.
16. Should have Good communication and presentation skills.
