Customer Experience Manager

Role Overview

The Customer Experience Manager (CEM) is accountable for the comprehensive supervision and management of approximately 1200 to 1400 telecom sites within the designated area. This role involves leading a team of 6 to 9 Field Maintenance Engineers (FMEs), ensuring the timely completion of various work orders such as corrective, provisioning, and preventive maintenance.

Core Duties

• Lead and coordinate a team of FMEs by assigning tasks aligned with priority and skillset, focusing on efficient execution of maintenance activities.
• Conduct thorough outage examinations and perform detailed Root Cause Analysis (RCA), compiling and communicating the outcomes to Bharti and relevant stakeholders.
• Maintain active collaboration with CTEL and FMEs for updates on the FEAT tool and organize regular interlocks with TOCO and wireline operations to streamline workflow and address operational challenges.
• Manage customer grievances proactively ensuring issues are resolved promptly and satisfactorily.
• Coordinate among various teams including media, TOCO, and material units to expedite service restoration during outages, ensuring full resolution and consistent communication.
• Drive initiatives aimed at physical optimization by targeting high churn zones, monitoring lost revenue sites, and participating in special projects.
• Oversee spares inventory control, guaranteeing availability and timely replenishment aligned with operational demands.

Additional Information

Location for this role is Lucknow, Uttar Pradesh, India.

The monthly compensation for this position ranges between 35000 to 65000 INR.