Agm-training

3 months ago

New Delhi, India Vodafone Idea Full time

Job Req ID: 39836- Location: New Delhi, IN- Function: Other- About:

- Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.
- Deliver and Drive frontline capability, knowledge and service experience to deliver excellent Customer Experience
- 1.Manage and Execute Training (Refresher / Updates/ Briefing /NHIP- as per need) for Circle based CS channels:

- Retail (COCO & FOFO), C&C and Circle Retention Partners
- 2. Deliver consistent and effective training as per the set corporate norms and defined framework and structure to all new joiners and existing staff for Circle based CS channels
- 3. Focus on increasing frontline stickiness, knowledge and service experience
- 4 Drive and Deliver positive agent performance through FL engagement & customer centric projects.
- Deep dive analysis on TNPS, VoC, VoA to facilitate process improvements and enhancements to simplify front line actions and enhance CXX
- Drive ontime deployment of all new updates / rollouts/ systems
- 5. Periodic audits of Training delivery at stores, partner sites for all Circle based CS channels - Retail (COCO & FOFO), C&C and Circle Retention Partners.
- Increase digital learning adoption by best use of training digital assets (LMS/KMS/ DT)
- Drive standardization of processes / delivery across all sites / partners
- Maintain and Drive standard and uniform knolwedge / updates/ process info across FL in the circle

**Key accountabilities and decision ownership**
- Driving Learning Compliance & Digital Mode of Learning.
- Proactive Evaluation on V- Search Penetration & Knowledge cascade.
- External Quality Scores Project - Focused on Service Handling Aspects.
- Proactive Analysis on Retail Customer Experience areas & Customer Experience Meeting Inputs - Cross Functional Participation.
- Regular Benchmarking of Telco’s & other Retail Brands and sharing Best Practices with Cluster & Corporate Team
- **Dashboard focused on TNPS / EQ / insights & 0-90 Days Tracking of NHIP Batches LCA.**

**Vodafone Idea Limited** (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

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