Assistant Manager - Technology & Platform Development
Tata Communications · Chennai
- Experience3–5 yrs
- SalaryNot disclosed
- Work modehybrid
- Levelmid
- Posted22 Sept 2026
About Tata Communications
Tata Communications is hiring in Chennai in telecom. This role looks for around 3+ years of experience.
Skills
- customer support operations
- telecom services
- customer lifecycle management
- CRM systems
- ticketing platforms
- Microsoft Excel
- Power BI
- telecom regulations
- quality audits
- workforce planning
The role
A customer support operations manager at a telecommunications company leads service teams, resolves telecom escalations, and improves customer satisfaction through workforce planning and Power BI reporting. The role applies CRM systems and ticketing platforms to monitor service levels, analyze complaints, and strengthen customer retention.
Full job description
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 Adherence
Average Handling Time (AHT)
Escalation Resolution Rate
Team Productivity and Utilization
Customer Retention Rate
Preferred Competencies
Leadership and team development
Customer-centric mindset
Conflict resolution and negotiation
Decision-making under pressure
Process improvement and operational excellence
Data-driven performance management
Work Environment
Hybrid or office-based working model.
Frequent interaction with business units, and technical teams.