Assistant Manager - Technology & Platform Development

Tata Communications · Chennai

  • Experience3–5 yrs
  • SalaryNot disclosed
  • Work modehybrid
  • Levelmid
  • Posted21 Sept 2026
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About Tata Communications

Tata Communications is hiring in Chennai in telecom. This role looks for around 3+ years of experience.

Skills

  • Customer service
  • People management
  • Telecommunications
  • Customer lifecycle management
  • CRM systems
  • Ticketing platforms
  • Microsoft Excel
  • Power BI
  • Stakeholder management
  • Escalation management

The role

A customer service operations manager at a telecommunications services company leads support teams and manages telecom service escalations, customer lifecycle management, and service quality. The role analyzes customer complaints, improves operational performance, and uses CRM systems and Power BI to strengthen customer retention.

Full job description

About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

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 AdherenceAverage Handling Time (AHT)Escalation Resolution RateTeam Productivity and UtilizationCustomer Retention Rate

Preferred Competencies

Leadership and team developmentCustomer-centric mindsetConflict resolution and negotiationDecision-making under pressureProcess improvement and operational excellenceData-driven performance management

Work Environment

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