Requirement for Sr. Manager / AGM - Customer Service at ACT TV,Bangalore

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From: ACT Television <hr@acttv.in>
Date: Tue, Jun 19, 2012 at 10:56 PM
Subject: Requirement for Sr. Manager / AGM - Customer Service
To: 

Dear Candidate, We have a requirement for Sr. Manager / AGM - Customer Service. About ACT TV: ACT TV is dedicated to bring Cable TV, broad band and internet protocol Television (IPTV) services to customers through Cable to home. A brief about ACT TV: * Atria Convergence Technologies, a Multi Service Provider, has now been re-branded as ACT Television. * ACT has been funded by IVFA (India Value Fund Advisors), which is a premier private equity investment fund. * ACT, headquartered at Bangalore, is now making its presence felt in other towns in Karnataka and other states like Andhra Pradesh, Madhya Pradesh etc. * The founder, Mr. Sunder Raju, has rich experience in this field & is one of the most respected persons in the Indian Cable Industry (MSO / LMO) with more than 8 years in this industry. * ACT has arguably the best senior management team in the Indian Cable Industry (with experience in Unilever, Tanishq, WWIL, Sony etc.) * ACT has identified and tied-up with the reputed technology partners including Cisco, MroTech, Oracle & Verismo. ACT Product Offerings : It has various service offerings under its domain, which are: 1. Digital TV 2. Cable TV 3. IPTV 4. Broadband If you want to be a part of this new revolution called IPTV, forward your resume to hr@acttv.in JOB DESCRIPTION Job Title: Sr. Manager / AGM - Customer Service Reports to: Customer Service - Head Job description To provide the highest level of customer support management and lead the ACT customer support team ensuring that they deliver a high quality support service to ACT customers across all products. The Head of Customer Support will ensure the smooth running of the team and that SLA"s are met or exceeded and quality targets maintained at all times. To ensure regular contact with customers to provide timely and accurate information on all relevant matters arising within the Support Department. Responsible for the execution of Goals assigned as part of the company"s annual operating plan. Key Responsibilities 1. To be responsible for the definition and delivery of the company"s customer services strategy to ensure an exceptional level of service is experience at all times. 2. To be responsible for the overall provision of professional and effective services to all customers, to meet or exceed customer expectations, particularly in terms of quality and timeliness, in line with departmental standards, procedures and guidelines. 3. To be responsible for identifying and developing customer service and call handling procedures, policies and standards, ensuring implementation of best practice in support management through continuous assessment, communicating process and product recommendations to relevant departments, actively looking for process enhancements and quality improvements and resulting in world class response resolution and closure times. 4. To manage the implementation of a live Call Management Dashboard within the support offices, showing all calls fin the queue and those where stated SLAs are being breached. 5. To establish, implement and report on metrics for the team such as response and fix rates, quality of service, turnaround time, backlog, defect levels of new releases, efficiency via monthly KPI reporting. 6. Track and analyse trends in Help Desk requests and generate statistical reports. 7. To be responsible for ensuring SLA"s and KPI"s are met and where possible exceeded, to ensure the ACT Customer Experience is of the highest standard at all times and the efficiency and effectiveness of the service delivery process. 8. Analyse performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. 9. To ensure that the Support team monitor and test fixes to ensure problems have been adequately resolved. 10. Act as escalation point for support calls that have exceeded service levels. 11. Identify, recommend, develop, and implement end user training programs and Master classes 12. To provide up to date information to customers by monthly / quarterly bulletins, following interaction with other departments. 13. To be responsible for managing the annual customer service survey and for providing analysis of results and proposed improvement actions to the management team. 14. To build and maintain effective internal relationships and communications 15. To ensure operational excellence, process effectiveness and to drive the right business behaviours and results. 16. To ensure that customers are communicated with courteously by telephone, email and face to face (if required) at all times, that positive relationships are built, and issues and queries are investigated, responded to and progressed to bring to a successful conclusion at the earliest time. 17. To ensure that all customer records are maintained and updated in accordance with TRAI regulations and that accurate records of discussions or correspondence with customers, within the company customer support database are maintained. 18. To be responsible for ensuring that any customer complaints or any crises are dealt with promptly and efficiently and that management colleagues are kept informed in a timely manner. 19. To provide regular reports to the senior management team relating to departmental performance statistics against standards to determine and improve the level of customer service provided by the organisation to our customers. Regards, Sonu Mishra +91 95388 93316 sonu.mishra@acttv.in

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