Team Leader

from 4 to 8 year(s) of Experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

Purpose of the Role:
Responsible for delivering Net Churn target by ensuring an increase in Retention efficiency by reducing
customer’s angst and Re-connection of already disconnected customers.
Identifies new opportunities to improve productivity and efficiency of team and to drive customer
satisfaction and growth for the organization.
Role Description
1. Responsible for implementation of the retention & reconnection process as per company’s guidelines
2. Improve daily productivity and efficiency
3. Monitor telephone calls of retention executive to customers to do a quality audit
4. Design MIS format to track retentions and deactivations
5. Analyze repeat complaints and suggest permanent solution leading to a high degree of customer
6. Ensure culture of process orientation
7. Rostering
8. Capturing customer insights and VOC
9. Ensure CCNR executives achieve their targets as per monthly and annual targets
10. Monitor and ensure shifting, deactivations, reactivation requests received are promptly attended
11. Support and manage the team consistently by analyzing training needs and developmental needs
Key Result Areas: This process will help in retaining customers and reducing churn, this will lead to a
contribution to net add and will have a high impact on ACT’s success and profitability

Salary: Not Disclosed by Recruiter

Industry:Telecom / ISP

Functional Area:Other

Role Category:Other

Employment Type:Full Time, Permanent


UG:Any Graduate

Company Profile

ACT Fibernet

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired inhome
entertainment, education, and interactive services provider in India. Today, we are closer than
ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra
Pradesh, Telangana, Tamil Nadu, Delhi, Jaipur, Lucknow and Ahmedabad. We are one of the country’s
most renowned cable and broadband company, bringing state-of the art services to nearly 2.5 million
happy homes (Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber-To-The
Home technology can carry vast amount of information at speeds up to 1 Gbps. We are currently the 3rd
largest ISP In the wired broadband category, and the largest non-telco ISP in the country.
Company Info
View Contact Details+

Recruiter Name:Arunkumar

Contact Company:ACT Fibernet