Location: Pune / Kolkata

Experience: 5–8 Years
Band: BPO 1/2/3
Salary: Up to ₹9 LPA
Job Code: 429177
Industry: Telecom
Employment Type: Full-Time

Job Overview

We are hiring an experienced Engineer – Consumer Service Assurance (Fixed) to manage and oversee fixed consumer service assurance operations in the telecom domain. The role involves monitoring trouble tickets, managing customer escalations, ensuring SLA compliance, coordinating with service partners, and improving overall service delivery.

The ideal candidate should have strong telecom technical knowledge, experience in service assurance operations, and the ability to manage technical teams, troubleshoot service-related issues, and drive operational improvements.

Key Responsibilities

• Manage daily Consumer Service Assurance (Fixed) operations and ensure smooth service delivery.

• Monitor and track trouble tickets (TT) to ensure timely assignment, follow-up, and resolution within agreed SLAs.

• Handle customer and business escalations and ensure effective issue resolution.

• Coordinate with service partners, customer service representatives, and field teams to improve operational performance.

• Monitor ticket ageing, service quality, and operational performance through regular reports and audits.

• Conduct training sessions and certify trainers responsible for training outsourced partners.

• Coach and mentor team members and team leaders to improve technical knowledge and customer service standards.

• Prepare monthly operational reports and weekly performance and progress reports.

• Maintain end-to-end process documentation, work instructions, and standard operating procedures.

• Participate in process design, business requirements gathering, UAT, implementation testing, and regression testing.

• Work with telecom systems and applications such as BSCS IX, CRM (Siebel), ERP, IN (eServ), and intranet applications.

• Ensure quality checks, process compliance, and achievement of operational performance targets.

• Identify process improvement opportunities and implement corrective action plans.

• Complete assigned projects within agreed timelines.

• Monitor service partner productivity, quality performance, and employee development.

Required Skills

• Strong understanding of Telecom Consumer Service Assurance (Fixed) operations.

• Knowledge of fixed-line telecom services and access technology networks.

• Experience in trouble ticket management, escalation handling, and SLA monitoring.

• Good technical troubleshooting and analytical skills.

• Knowledge of CRM, ERP, and telecom operational systems.

• Experience in process improvement, quality management, and operational reporting.

• Excellent written and verbal English communication skills.

• Good knowledge of Microsoft Office, particularly Excel and reporting.

• Strong coordination, stakeholder management, and team coaching skills.

Education & Experience

• Minimum Bachelor's Degree.

• Minimum 5 years of experience in the Telecom industry.

• At least 4 years of experience in a Business Operations (BO) role.

• CCNA certification is mandatory.

• Additional relevant technical certifications will be preferred.

Important Notes

• Ex-TCS employees are not eligible.

• PAN Card number and Date of Birth are mandatory for candidate profile creation and registration in the recruitment portal.

• Candidates should have relevant experience in Telecom Fixed Service Assurance operations.