BT Associate in Gurugram, India
Associate - CDS Operations
Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.
Why this role matters
Purpose Of Role:
Contract delivery shared service delivers critical business functions for BT’s large and complex tier 4 & 5 contracts. A CDS associate is required to carry out the processes which includes delivery functions like service request management, order management, project management and commercial management. Achieving required quality parameters and on time deliveries - exceeding or meeting the SLA targets. Be able to work independently on producing deliverables in each of CDS towers meeting the CDS RFT and personal targets. Be able to participate in CDS trainings and work under the floor operations management team in the defined operations framework. Be able to work and flexible in working in rotating shift environment to support global time zones and customers.
What you'll be doing
Managing the end customer deliverable (and in most cases speaking to the end customer) i.e. processing tasks including low complexity projects & order management, PO creation, commercial management in an efficient and accurate fashion for CDS customers.
Taking complete ownership to ensure services are delivered within agreed timeline and standard.
Working with internal and external supplier to meet the end customer requirement
Formulate customer proposal detailing margin with commercial and technical documentation
Collaborate with customer’s technical team to understand the requirements and capture the complete requirement
Delivering low complexity services to end customer within agreed timeline
Escalate queries to a team manager as appropriate, and ensure these hand-offs are completed in a timely fashion.
Ensure all requests are handled within required service standard and completed against the agreed SLA’s
Establish and maintain effective working relationships with colleagues and customers alike.
Maintain regular and consistent attendance, punctuality and appearance.
Pursue personal development of skills and knowledge necessary for the role, and take responsibility for own learning.
Analyse and interpret financial statistics and other data and produce relevant reports.
Adhere to stated policies and procedures relating to quality management.
Understand the basic telecommunication terminologies and familiar with telecom network
Think out of the box to deal with in-life process issues to meet customer SLA.
Proactive approach and good in escalation management
CDS associate is the core of the operations working on producing CDS deliverables on a day to day basis. Primary interaction point for the BTGS contract and business management community. Primary responsible for carrying out CDS functions in a timely and accurate manner. Delay or poor quality on CDS associates activities will have a direct impact on BTGS cash flow, margins and CSAT.
We'll also need to see these on your CV
Minimum of two years’ experience in either a UK Telecom, banking and/or finance role or international BPO experience
Highly Numerate, good understanding of Microsoft Excel, excellent email writing skills
Excellent written and spoken English.
Minimum graduate level education.
Competence in Windows based tools (Outlook/Word/Excel/Access)
Exposure on delivery and order management
Good knowledge on telecommunication and under the basic terms
Able to work under pressure and manage his day to day deliverables with minimum governance
Being able to work in a team.
Being able to follow a standard operating model and governance.
Being able to take ownership if tasks assigned and complete them on time, escalate early to the Operations management.
Experience in working in a diverse and fast paced work environment.
Why choose us?
We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.
Job: Customer service
Requisition ID: 99729