Assistant Manager - Technology & Platform Development

Team Leadership Operations

• Lead, coach, and mentor a team of customer support representatives.
• Monitor daily operational performance and ensure adherence to service levels.
• Conduct regular team meetings, performance reviews, and training sessions.
• Manage workforce planning, shift schedules, and resource allocation.

Customer Service Management

• Ensure prompt resolution of customer complaints and service requests.
• Handle customer escalations related to telecom services, billing, network issues, and provisioning.
• Drive improvements in customer satisfaction and service quality.
• Ensure compliance with established customer support processes and policies.

Performance Management

• Monitor KPIs such as First Call Resolution (FCR), Average Handling Time (AHT), and SLA adherence.
• Analyze customer complaints and identify recurring issues.
• Prepare operational reports and present performance insights to management.
• Implement action plans for continuous improvement.

Stakeholder Management

• Coordinate with Network Operations, Service Delivery, Billing, Sales, and Technical Support teams to resolve customer issues.
• Act as a bridge between CFT and internal departments.
• Support management in process improvement initiatives and customer retention programs.

Quality Compliance

• Ensure compliance with company policies, telecom regulations, and service standards.
• Conduct quality audits and monitor customer interactions.
• Develop and implement corrective actions to improve service delivery.

Required Qualifications

• Bachelor''s degree in Business Administration, Telecommunications, Engineering, or related field.
• 3-5 years of experience in customer support/customer service operations.
• Experience in telecom, broadband, ISP, enterprise connectivity, or managed services environment preferred.

Required Skills

• Strong customer service and people management skills.
• Excellent communication and stakeholder management abilities.
• Knowledge of telecom products, services, and customer lifecycle management.
• Strong analytical and problem-solving skills.
• Experience with CRM systems and ticketing platforms.
• Ability to manage escalations and high-priority customer issues.
• Proficiency in Microsoft Excel, Power BI, and reporting tools.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Call Resolution (FCR)
• Service Level Adherence
• Average Handling Time (AHT)
• Escalation Resolution Rate
• Team Productivity and Utilization
• Customer Retention Rate

Preferred Competencies

• Leadership and team development
• Customer-centric mindset
• Conflict resolution and negotiation
• Decision-making under pressure
• Process improvement and operational excellence
• Data-driven performance management

Work Environment

• Hybrid or office-based working model.
• Frequent interaction with business units, and technical teams.