Department Leadership & Strategic Planning
- Lead the Customer Support function in alignment with the company’s business strategy and customer service objectives.
- Develop and implement annual and quarterly customer support plans, targets, and priorities.
- Establish departmental KPIs, service standards, and performance objectives.
- Drive a customer-centric culture across the support function.
- Provide strategic recommendations to senior management based on customer feedback, operational trends, and business requirements.
Team Management & Leadership Development
- Lead, coach, and develop Customer Support Managers, Team Leaders, and support executives.
- Set clear performance expectations and ensure achievement of individual and team KPIs.
- Identify training and development requirements and arrange appropriate learning initiatives.
- Build a high-performance, accountable, and collaborative support team.
- Manage workforce discipline, motivation, succession planning, and talent development.
Customer Experience Management
- Ensure consistent and high-quality customer experience across all support channels.
- Monitor customer feedback, complaints, satisfaction levels, and service experience.
- Develop initiatives to improve customer satisfaction, retention, and loyalty.
- Establish effective complaint and escalation management processes.
- Identify recurring customer pain points and coordinate corrective actions.
Operational Performance Management
- Monitor daily customer support operations and ensure efficient service delivery.
- Track key operational KPIs such as response time, resolution time, ticket backlog, first-contact resolution, and customer satisfaction.
- Identify operational gaps and implement corrective measures.
- Ensure support teams follow approved processes, policies, and service standards.
- Review team productivity and operational efficiency regularly.
Service Quality & SLA
- Ensure compliance with customer service SLAs and agreed service commitments.
- Monitor SLA performance and identify recurring SLA breaches.
- Establish quality assurance standards and conduct regular service quality reviews.
- Coordinate with relevant technical and operational teams to ensure timely issue resolution.
- Develop action plans to improve SLA achievement and service quality.
Cross-Functional Collaboration
- Work closely with NOC, Network, Transmission, Sales, Enterprise, IT, Billing, Finance, and other relevant departments.
- Coordinate cross-functional resolution of customer issues and service disruptions.
- Act as a key escalation point for critical customer complaints.
- Ensure effective communication between Customer Support and other business functions.
- Participate in cross-functional projects related to customer experience and service improvement.
Performance Reporting & Business Analysis
- Prepare and present regular Customer Support performance reports to senior management.
- Analyze customer complaints, ticket trends, SLA performance, resolution times, and service quality data.
- Develop dashboards and management reports for key customer support metrics.
- Identify trends, risks, and opportunities through data analysis.
- Provide actionable insights and recommendations to management.
Process Improvement & Automation
- Review existing customer support processes and identify opportunities for improvement.
- Lead initiatives to simplify, standardize, and automate support processes.
- Promote effective use of CRM, ticketing, ERP, monitoring, and other support technologies.
- Implement automation and self-service solutions to improve customer experience and operational efficiency.
- Ensure continuous improvement through regular process reviews.
Resource & Capacity Management
- Plan and manage manpower requirements based on customer volume and operational demand.
- Ensure appropriate staffing and shift coverage for customer support operations.
- Forecast workload and capacity requirements.
- Optimize workforce allocation to maintain service levels and operational efficiency.
- Coordinate recruitment and resource planning with HR and management when additional manpower is required.
Risk Management & Incident Management
- Lead the Customer Support function during major incidents, service disruptions, and critical customer escalations.
- Establish effective escalation and incident communication procedures.
- Coordinate with relevant technical and operational teams during critical incidents.
- Ensure timely communication with affected customers and stakeholders.
- Conduct post-incident reviews and ensure corrective and preventive actions are implemented.
- Identify operational risks and develop mitigation plans to minimize customer and business impact.
